Case Study: KUKA achieves 30% fewer support tickets and 50% faster process training with Newired

Streamlining User Experience Empowering Users and Reducing Tickets for Enhanced Productivity

KUKA, a global automation corporation headquartered in Augsburg, Germany (≈€3.8B revenue, ~14,000 employees), faced delays and user confusion in the document‑signing section of their Polarion platform that generated a high volume of support tickets and required extensive training. To simplify workflows and empower users to self‑serve, KUKA implemented Newired’s digital adoption solution, using Newired Interactive Journeys integrated directly into Polarion.

Newired delivered contextual, step‑by‑step interactive journeys that guided users through document signing, cutting support demand and ramp time while improving process compliance. As a result of the Newired implementation KUKA saw a -30% reduction in tickets, -50% process training time and +40% of processes conforming, along with fewer errors, higher user satisfaction and faster, more efficient signings.

KUKA

Christian Angerer

Senior Process Manager – Processes & Methods R&D Global Operations & Governance