Case Study: Siemens achieves proactive in-app support without engineering lift with Stonly

Siemens Delivers Proactive In-App Support Without Engineering Lift

Siemens, through its SiGREEN SaaS venture, needed a better way to onboard and support customers for a new product that differed from its traditional hardware support model. The team wanted to move away from PDF manuals and heavy documentation, while staying agile enough to update guidance quickly without depending on engineering cycles. Stonly was chosen to help deliver that more flexible, in-app support experience.

With Stonly, Siemens implemented no-code triggers, guided tours, an AI chat experience, and an interactive knowledge base to provide contextual help directly inside the product. The result was faster onboarding, fewer support tickets, and more proactive customer success, with support materials kept in sync with frequent product updates. Laura Sanchez noted that changes to messaging, banners, and guidance could be made in 3 minutes or less, and the solution was rolled out across all customer tiers.

Siemens

Laura Sanchez

Head of Customer Success