Case Study: SAF-HOLLAND achieves faster, smarter service with Empolis Service Express

How SAF-HOLLAND provides intelligent service and helps customers find solutions more quickly with the aid of an AI-based knowledge base

SAF-HOLLAND, a leading manufacturer of trailer and truck components, faced a challenge in its Aftersales service as critical product information on its website was often difficult to find and not always up to date. This inefficiency tied up internal resources and resulted in higher customer service costs. To solve this, they partnered with vendor Empolis to implement the AI-based knowledge management platform, Empolis Service Express®.

The Empolis solution created the SAF-HOLLAND I.Q. PORTAL, an intelligent expert portal that provides a centralized, full-text search. The AI-based system understands natural language queries and delivers context-relevant information quickly, ensuring customers find the correct documents and repair instructions. As a result, Empolis helped SAF-HOLLAND provide faster, better service, significantly reducing the time mechanics spend searching for information and improving the overall efficiency and quality of their digital customer support.

SAF Holland

Nico Kraus

Manager Digital Solutions