Integrated solutions for efficient customer service – innovations from Empolis at the annual tcworld Conference 2019

  • Intelligent information across all systems and documents
  • Content delivery powered by AI
  • Full-service portfolio shown at booth 2/B02

Kaiserslautern, Germany, November 11, 2019 – In the coming years, not only the German manufacturing industry will face an enormous loss of knowledge due to the age-related retirement and brain drain from the baby boomer generation. In order to prevent this “memory” loss and to secure and optimally utilize the accumulated expert knowledge for support, field service and customer self-service, digitalization, with intelligent knowledge management, offers great potential. This development increases the significance of company-internal technical documentation.

Empolis Information Management GmbH will present its solution portfolio at booth 2/B02 at the tcworld conference 2019 in Stuttgart that provides all requirements relating to systems and processes for digital service and customer information in the cloud and on premise.

The well-established cloud solution, Empolis Service Express, a content delivery portal covering the entire product lifecycle, offers new functionalities for structured knowledge transfer, securing existing expert knowledge. A flexible and user-friendly user interface enhances searching, finding and creating service knowledge. Instructions, recommendations, and hints are transferred to a knowledge database in a structured manner and are thus made available to all co-workers. This replaces chat groups, where information would merely be exchanged on an ad hoc basis.

Thanks to predefined templates, new entries can be created effortlessly on any mobile device and published via a standardized approval process. Besides descriptive texts, they can directly insert images, videos or other documents. Knowledge creation becomes extremely flexible and user-friendly. With the use of mobile devices, verbal text messages can be entered directly.

Employees can thus add valuable information to the knowledge database with each new resolved service incident. In addition, the system enables the use of intelligent assistants, AI-based IoT and augmented reality solutions to be created quickly and easily based on existing data. Thanks to the iiRDS delivery standard, all relevant information from any supplier or source can be delivered to service engineers, customers, marketing or sales departments, geared to their specific needs – either online or offline to PC, tablet, or smartphone.

As a component content management system, the Empolis Content Lifecycle System comprises editing processes for the technical documentation, particularly where the processing of structured and topic-based XML documents is concerned. Combined with metadata, this modular approach is an important and fundamental requirement for intelligent content utilization: the right information is readily available, format-neutral, context-appropriate and target group-oriented. The integrated capability for publishing in iiRDS format, supports this application perfectly when combined with Empolis Service Express.

Empolis recently received the award from the renowned US EContent magazine in the category “Digital Content Industry”, as one of the world’s most important IT companies in the sector. The companies on the annual EContent list are recognized as trailblazers in the field of e-content management.

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At the annual tcworld Conference 2019, Empolis will also present numerous expert talks and tool presentations.

Expert talks (in German):

“How do I speak to my chatbot? Reusing contents for conversational user assistance”, Dr. Martin Kreutzer (Empolis) & Frank Ralf (parson AG), November 12, 11:45–12:30, Room Plenum 2

“Remote software upgrade at BMW: digital documentation for intelligent user assistance”, Dr. Kirsten Petri (BMW) with Rainer Terlutter (Empolis), November 12, 16:15–17:00, Room Plenum 2

“From content delivery to the intelligent assistant – what millennials expect”, Rainer Terlutter, November 13, 09:15–10:00, Room C9.2

“Making use of taxonomies with iiRDS”, Dr. Martin Kreutzer, November 13, 14:00–14:45, Room C7.1

Arena Service Information 2019 – “Informing Service Intelligently”:

“The right service information – even before I know that I need it”, Andreas Klüter, November 13, 13:40–14:00, Hall C1 in the Arena

Tool presentations:

“Collecting service knowledge easily and using it intelligently”, Sven Schöner

November 12, 14:00–14:45, Room C10.3

November 13, 11:15–12:00, Room C10.3

iiRDS Café:

Come and meet Dr. Martin Kreutzer, our iiRDS expert, on November 13, 9:45–12:00, Room Plenum 2

Times to meet our experts can also be arranged in advance. Send an email to:

HOMAG receives Empolis Customer Solution Award 2019

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:

Intelligent knowledge management for service – the easy way to digitalize expert knowledge

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.



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Empolis acclaimed as global leader in service knowledge management 2019

Kaiserslautern, Germany, March 12, 2019 – Empolis Information Management GmbH is one of world’s top 100 knowledge management providers. The list “100 Companies That Matter in Knowledge Management”, published by the renowned US magazine KMWorld, is compiled via input from editors, analysts, experts and, most importantly, users.

“In selecting organizations to be included on the list, we consider insights gleaned from our own interactions with companies during interviews and events, how they have succeeded in helping customers solve business problems, and we review product updates to make sure that capabilities are advancing to address evolving requirements”, said Tom Hogan, Group Publisher of KMWorld.

Empolis CEO Dr. Stefan Wess: “Digitization has fundamentally changed customer service and its standards: Customers expect first-class service anytime, anywhere. Our cloud-based solution Empolis Service Express uniquely combines intelligent search and guided troubleshooting based on artificial intelligence, therefore allowing service staff to deliver excellent customer service. It provides international manufacturers global, scalable access to distributed service information for service personnel, partners, and customers, free of large investments.”

Learn how you can deliver excellent customer service and become true service heroes with artificial intelligence:

More information about KMWorld 100:

GE’s Distributed Power Division receives Empolis Customer Solution Award 2018

Kaiserslautern, September 20, 2018 – GE’s Distributed Power division received the Empolis Customer Solution Award 2018 at the Empolis:Exchange Technical Summit in Darmstadt. Distributed Power, headquartered in Tyrol, is one of the leading manufacturers of gas engines and combined heat and power plants.

With the Customer Solution Award, Empolis annually honors successful cooperation in the introduction of intelligent service solutions. Weiss Umwelttechnik GmbH received the trophy in 2017. This year, “Service Expert System” from Distributed Power was awarded, which provides all service staff and technical support with the complete expert knowledge in the form of decision trees and documents so that they can be guided safely and quickly to the right solution for repairs. 

More than 1,000 users work with “Service Expert System”. Even less experienced employees can solve service cases more quickly and reliably, first fix rates have been increased and downtimes of the systems have been reduced. Bruno Plattner, Lead Project Management Specialist, Knowledge Engineer, at Distributed Power, is already planning the next steps: a roll-out in different languages and offline use of the system so that employees can access the relevant knowledge at the push of a button – even if there is no Internet connection.

Interview with Bruno Plattner, Lead Project Management Specialist, Knowledge Engineer, Distributed Power (in German language):

All service knowledge accessible offline as well as online – the mobile field service solution

Kaiserslautern, September 10, 2018 – Service as a success factor: Service surrounding the actual product, such as efficiency and quality of maintenance and repair processes, is becoming increasingly more important, in order to stand out from competitors. Empolis Service Express is now also available as a mobile field service solution and helps service managers ensure their market success in the digital age.

Going forward, the cloud-based mobile service app for smartphone or tablet will assist field service technicians as they conduct their service appointments. Since the app has full offline capability, all relevant information and the company’s entire service knowledge can be accessed on site, at any time, without an internet connection. All this, in an instant, without any arduous data input, simply by selecting options or via voice commands, supported by comprehensive ergonomic design and user guidance.

The Personal Favorites feature gives field service technicians quick access to frequently required knowledge or personalized information – without having to fall back on binders or CDs that are still often referenced. Service processes are thereby streamlined, and first-time fix rates improved considerably, leading to cost savings of up to 30 percent.

The Empolis Service Express mobile app is available in the App-Store.

For customers and potential customers who would like to make an appointment with Empolis Information Management GmbH, please contact Carina Angerer.

Empolis Service Express Mobile im App Store

Empolis Service Express in the App Store

Making the Digital Future of Documentation Happen – Empolis Is Founding Member of the iiRDS Consortium

Kaiserslautern, May 2, 2018 – In the era of digitization and Industry 4.0, product documentation hard copy printouts or PDF files are no longer sufficient. Machines, plants, equipment and components are intelligently connected to deliver specific functionalities or services. Technical information must adapt, in order to be available for all users, at any time and on any mobile device. At the same time, users expect information from various products to be easily connected and networked.

In developing the digital future of technical documentation, a manufacturer-independent and content-neutral standard was developed to supply “intelligent” information: the “Intelligent Information Request and Delivery Standard” (iiRDS). The benefits of the standard have two primary areas of impact: Manufacturers provide required information to various customers in a standardized manner, based on a uniform metadata model. Customers, on the other hand, can easily integrate information from a variety of manufacturers into their systems. The iiRDS-based metadata makes it possible to represent the most important use cases for dynamic information delivery. By design, human-machine communication should resemble natural communication to the greatest extent possible.

To drive development of this industry standard on a national and international level, 25 international companies, including Empolis Information Management GmbH, and the Gesellschaft für Technische Kommunikation — tekom Deutschland e.V. — established the iiRDS Consortium. The technical expertise of the founding members, among them system manufacturers, industrial companies, consultants and service providers, will further improve the standard. Just recently, iiRDS Version 1.0 was released by the tekom.

As a founding member, Empolis plays a significant role in promoting the digitization of technical documentation and further international development of the iiRDS standard. Empolis Content Express cloud solution already has the standard integrated.

Find more information about iiRDS Consortium:

Empolis named a global leader in knowledge management

Kaiserslautern, Germany, March 13, 2018 – Empolis Information Management GmbH is one of world’s top 100 knowledge management providers. This is the result of the 100 Companies That Matter in Knowledge Management list, published by the renowned US magazine KMWorld. It includes globally active companies with knowledge management solutions that enable Big Data applications and add value to business processes.

“The organizations named this year to our list of 100 Companies That Matter in Knowledge Management have captured and sustained our interest through their functionality, success with clients and innovation,” says KMWorld Editor Sandra Haimila. “When we look at the technologies they offer, we are awed by the progress, excited by what the future will bring and confident they will enrich our lives. The companies we have chosen for our 2018 list have proven their business value to customers. We are impressed.”

Empolis CEO Dr. Stefan Wess: “The renewed acceptance as the only German software company in KMWorld’s Top 100 list is proof that the consistent realization of our mission in our intelligent cloud solutions is valuable. Empolis systems analyze terabytes of data in milliseconds so that users can always make the right decisions or digital assistants support you with them. They help us provide the right information to the right person to the right device at the right time in any given context according to our motto: DECIDE. RIGHT. NOW.”