Case Study: FOBA Laser Marking + Engraving achieves 24/7 self-service support with Empolis Service Express

How FOBA Laser Marking + Engraving creates added value in technical service with a 24/7 self-service portal

FOBA Laser Marking + Engraving, a leading provider of laser marking systems, sought to enhance its technical service offerings by providing customers with 24/7 access to information. The goal was to reduce the strain on its service hotline and allow customers to independently resolve issues, thereby minimizing costly business interruptions. To address this challenge, FOBA partnered with vendor Empolis to implement the Empolis Service Express solution.

Empolis Service Express was implemented as an AI-powered self-service portal, providing customers with role-based access to relevant documentation, how-to guides, and a parameter database. The solution enabled users to quickly find precise answers using a smart search function, even with typos, and directly order replacement parts. This implementation by Empolis successfully reduced service hotline requests, lowered support costs, and provided customers with immediate, around-the-clock access to FOBA's expert knowledge, leading to higher customer satisfaction.

FOBA Laser Marking + Engraving

Marcus Saatci

Service Product Manager