Kaiserslautern, Germany, September 23, 2019 – The HOMAG Group received the Empolis Customer Solution Award 2019 at the “Empolis:Exchange Technical Summit 2019” in Darmstadt, Germany. The HOMAG Group is the world’s leading provider of integrated solutions for production in the woodworking industry and woodworking shops.
With the Customer Solution Award, Empolis honored HOMAG’s “eSupport”. This intelligent system provides all service technicians with quick access to over 2 million documents on several thousand machines. “eSupport” reduced the time needed for a service order by approximately ten percent on average – something that makes customers happier and reduces costs.
Under the motto “Simplify Your SERVICE. RIGHT. NOW.”, 300 participants experienced how new service solutions can be implemented today with the help of intelligent technologies and artificial intelligence. In 20 presentations, the attendees learned everything about new trends, developments and successful customer projects. How can service knowledge be easily captured and intelligently used? And how can your customer service be digitalized with new technologies? A special highlight was the keynote by Miklos Lörinczi-Karn from KUKA on “Service Management – The successful service technician”.
At the event, Empolis also presented new developments in the AI-based expert system Empolis Service Express. Especially, structured and simple knowledge transfer created a buzz. Tips and hints provided by a field service engineer are passed on to a co-worker via messaging services and are transferred into a knowledge database where it becomes for all co-workers.
The next Empolis:Exchange Technical Summit will take place in Darmstadt on September 17, 2020.
Find out more about Empolis Service Express at: https://www.service.express/en
Kaiserslautern, Germany, September 11, 2019 – Companies in the manufacturing industry are at risk of losing their vast service knowledge. This is mainly due to an acute shortage of specialists and the fact that many experienced employees are leaving the work force. According to the information service “TrendScanner”, 2,500 employees are going to retire on a daily basis next year in Germany. From 2020, the working population will shrink at an unprecedented rate, resulting in a labor shortage of 352,000 employees after just one year. That would equate to the combined workforces of the two giant corporations Daimler and Deutsche Post.
To prevent this enormous loss of knowledge and to secure and utilize the collected expertise for support, field service, and customer self-service, digitalization in the form of intelligent knowledge management offers great potential.
Never before has so much knowledge been just a mouse click away – thanks to the AI-based expert system Empolis Service Express. This solution facilitates searching, finding, and creating service-related knowledge in a portal, from any source and in any format. Even service employees with little experience are thus be enabled to carry out repairs and resolve failures on their own. This helps manufacturers and service providers achieve higher customer satisfaction in service and maintenance of complex products and machines.
Service managers are particularly enthusiastic about the structured knowledge transfer. Tips and hints provided by a field service engineer are passed on to a co-workers via messaging services and are transferred into a knowledge database where it is available for all co-workers.
“Never before has my service team been able to capture knowledge and share it with co-workers in such an uncomplicated and simple way. A tool that quickly proves itself in the working environment,” said Max Devin, Managing Partner at Andres GmbH.
Thanks to simple templates, new entries can be created effortlessly on any device and published via the standardized release process. Entered text is easily be enriched with images, videos, or other documents. This makes for extremely flexible and user-friendly knowledge creation. In the case of mobile devices, texts can even be entered via voice.
Employees can thus add valuable information to the knowledge database with each new resolved service case. In this way, training periods are reduced, new approaches can be jointly identified, and the knowledge database is always kept current. At the same time, the loss of expert knowledge is avoided.
Find out more at: https://www.service.express/en/structured-knowledge-transfer
Inspire Technologies GmbH, the specialist that develops scalable Business Process Management (BPM) software that efficiently models, implements, automates and analyzes business processes, and Empolis Information Management GmbH, a leading provider of Smart Information Management software, have concluded a partnership to step up their cooperation.
In this context, the “BPM inspire” suite will be integrated with the “Empolis Smart Content” content management solution. “Our solution not only provides full BPM functionalities, considerably improving cycle times and processes overall,” explains Andreas Klüter, Empolis Vice President Professional Services Content Management, “but it also allows for much easier and more transparent integration of external authors, as well as simpler approval and release processes and fast graphic modeling and implementation. Furthermore, the integration of BPM inspire enhances the implementation of ‘author portals’ to better identify changes in documents,” Klüter continues.
Andreas Mucke, Managing Partner of INSPIRE, states: “We are elated to have gained a leading expert like Empolis as a partner. In the age of digitalization, customers’ demands for customizable processes also continue to grow. We plan to take this road together with Empolis in the future.”
The mutual solution will be presented to the public at the upcoming tcworld conference 2016 from November 8 – 10 in Stuttgart, Germany, the world’s largest conference and exhibition for technical communication.
About Inspire Technologies GmbH
Inspire Technologies GmbH develops and markets Business Process Management (BPM) software solutions. At the heart of the business is the BPM inspire suite, making fast and pragmatic implementation of enterprise-wide business process management solutions possible. BPM inspire, a comprehensive business process management suite, supports partners and businesses in modeling, implementing, performing and monitoring their business processes. The BPM inspire open interface concept delivers all of the necessary technical requirements needed to consistently automate business processes and operate with other software products.