Case Study: Worcester Bosch achieves better knowledge sharing and offline support with Valiantys and Confluence

Better support for customer service and field engineers by consolidating data on Confluence

Worcester Bosch, the UK domestic boiler market leader and part of Bosch Thermotechnology, needed a better way to manage and share technical product knowledge across departments. With separate repositories for training, customer service, engineering, and field support, plus an inflexible bespoke advisor application and unreliable internet access for remote engineers, the company turned to Valiantys and Atlassian Confluence to create a single source of validated truth.

Valiantys implemented a Confluence-based knowledgebase that supports offline access, customizable content types, and broader use across Engineering Services, After Sales, Customer Training, and Business Dev Ops. The result was simplified information management, better content control, faster resolution of customer queries and service desk tickets, and easier training delivery; Worcester Bosch reported improved agility, smoother processes, and happier users, with knowledge now usable by both new and experienced staff.

Worcester Bosch

Matthew Waldron

Engineering Services Manager