Mechanical Engineering: Better Service thanks to Fast Search

Using a special knowledge management portal, service employees of of a market-leading mechanical engineering company can access all of the important information they need to do their work on customer premises. iFinder is used as a central search application.

“With iFinder we are able to find the documents we typically need up to 11 times faster and therefore significantly increase customer satisfaction.”

Director Technical Support

of a market-leading German company
in the field of mechanical engineering

Learn more about iFinder

Sharing Knowledge in a Targeted Way

Project Overview

Industry: mechanical engineering

Challenge: central secure access to all important service documents

Solution: iFinder

Documents in the index: 5 million

Users: more than 4,000 employees and partners worldwide

The Challenge: Lots of Data Sources and High Security Requirements

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.

Our Solution: Knowledge Retrieval Application

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.

Enterprise Search at it's best: iFinder

Using iFinder

Whether you use it to search the intranet, in knowledge management processes, or in creating a well-functioning digital workplace, enterprise search has many aspects and the requirements in this area are multifaceted. Learn more about our enterprise search software and discover how you can get the most out of your company data.

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