Case Study: Liebherr achieves faster troubleshooting and preserves expert knowledge with Dezide

Liebherr Mining Equipment retains knowledge as the workforce increases

Liebherr Mining Equipment faced a significant challenge as its aging workforce of field service technicians was being replaced by a new generation of younger hires. This transition, combined with a vast and evolving range of machinery, led to escalating training demands and a risk of losing critical troubleshooting knowledge. To retain this expertise and improve service efficiency, Liebherr sought a knowledge management solution and selected Dezide's causal AI technology.

Dezide implemented an AI-powered knowledge base to capture and digitize expert troubleshooting knowledge. The solution, which included dynamic guides and articles, was rolled out to technicians worldwide over a three-year period. This resulted in a dramatic 60% average reduction in troubleshooting time for specific errors. Furthermore, Liebherr leveraged the Dezide platform to create a customer-facing tool, the Liebherr Troubleshoot Advisor, opening up new business opportunities by selling access to the knowledge base.

Liebherr

Dominique Ehrhardt

Group Leader, Product Support & Training