Case Study: J. Wagner boosts service quality and knowledge sharing with Empolis Service Express

How J. Wagner enhances service quality and customer satisfaction with the aid of Empolis Service Express®

J. Wagner GmbH, a leading manufacturer of coating technology, faced challenges with an increasing volume of complex service cases and information scattered across multiple sources. This made finding solutions time-consuming, a problem compounded by demographic changes leading to a potential loss of expert knowledge. The company turned to the vendor Empolis and implemented their product, Empolis Service Express®, as a central knowledge management solution to consolidate information and preserve expertise.

The AI-based Empolis Service Express® solution integrated all service knowledge into a single platform, enabling quick access to information through industry-specific queries. This empowered even inexperienced service engineers and partners to resolve complex repairs independently, significantly increasing the first-time fix rate. The implementation by Empolis successfully reduced the workload of in-house support staff, led to a doubling of users in a short time, and ensured the company's technical expertise was retained and expanded.

J. Wagner

Michaela Herz

Project Manager Service Strategy