Mechanical Engineering: Better Service thanks to Fast Search

Our customer has a strong focus on the service area. Employees are often at a customer’s premises to install or service machines. To do their work properly, the service employees access different data sources – be those service manuals stored on the intranet or replacement parts catalogs in specially designated service information systems.

If an employee was looking for a certain piece of information, he needed to know where that information was stored (which data source) and whether the information he was looking for even existed.

Whether a search is performed in a CRM system, SAP system, intranet, replacement parts catalog, or various training documentation, every individual search in an individual system costs time and valuable resources. That’s why our customer created a central knowledge portal with the knowledge retrieval application, which employees could use to access all relevant documents they need for their work.

The portal is designed for more than 4,000 users. Employees on customer premises are able to easily access service manuals, technical service information, installation checklists, maintenance checklists, replacement parts catalogs, documents on best practices, and similar service cases at any time from anywhere, all with the aim of having the right knowledge at the right time and place.