Case Study: INOTEC Sicherheitstechnik GmbH accelerates service knowledge sharing with Empolis Service Express

How service technicians at INOTEC Sicherheitstechnik GmbH utilizes their swarm intelligence with Empolis Service Express®

INOTEC Sicherheitstechnik GmbH, a leading manufacturer of emergency lighting, faced significant challenges due to the loss of experiential knowledge from retiring experts and a lack of digital availability for its decentralized service information. Their service technicians struggled to find proven solutions, leading to redundant efforts and delays, while existing knowledge was trapped in isolated silos. To centralize this information and counter the shortage of specialists, they turned to the vendor Empolis and implemented the Empolis Service Express® platform with its "Community & Team Knowledge" feature.

The solution from Empolis enabled INOTEC to create a centralized Knowledge Hub, integrating various data sources. Its key feature is a troubleshooting chat that automatically suggests internal experts to contact when a solution isn't in the knowledge base, allowing teams to collaboratively develop and document new solutions quickly. This process digitalized expert knowledge at lightning speed, making it sustainably available and searchable for the entire team. As a result, Empolis helped INOTEC overcome staffing challenges, prevent knowledge loss, and ensure faster, more efficient problem-solving for its service technicians.

INOTEC Sicherheitstechnik GmbH