Case Study: Eckert & Ziegler increases customer satisfaction by 30% with Glartek

Top isotope technology provider increases customer satisfaction by 30%

Eckert & Ziegler, a German isotope technology provider with multiple subsidiaries, needed a better way to support customers and train junior employees. Its subsidiary Isotrend handled complex procedures with a small expert team, making it difficult to provide timely support, speed up training, and maintain efficient communication across the organization. Glartek’s GlarAssist remote assistance solution was used to help address these challenges.

Glartek centralized expert knowledge and enabled visual remote assistance and remote training so experts could support customers and junior staff in real time. This improved operational efficiency, reduced resolution time and costs, and increased customer satisfaction by 30%, while also helping experts solve more requests and allowing employees to learn new procedures faster.

Eckert & Ziegler

Radek Řezáč

Operations Director