Case Study: HOMAG achieves faster service resolution with Empolis Service Express

With machinery from German (Swabian) world market leader HOMAG, woodworkers ranging from small carpenters to Ikea are getting their work done

HOMAG, a world market leader in woodworking machinery, faced the challenge of managing distributed knowledge for its global service technicians. The company needed a more efficient way to provide its team with quick access to vast amounts of machine documentation to reduce service order times. They implemented the eSupport knowledge database, an intelligent system from vendor Empolis Service Express.

The Empolis solution provided HOMAG with a "Google for Service" that used intelligent search technologies across six languages to index millions of documents. The results were significant: service technicians reduced information retrieval time from up to 30 minutes to under a minute. This efficiency led to a ten percent reduction in service order time, and the investment was recouped within two years through time savings alone. The system's success has led to its expansion into other departments within HOMAG.

HOMAG

Peter Stoll

Head of Service Knowledge Management