Strautmann Umwelttechnik GmbH
Faster processing time and archived expert knowledge
With rise, various communication tools were replaced and bundled on one platform. The collaboration lays the foundation for an extensive knowledge database.
Strautmann Umwelttechnik GmbH was founded in 1993 and is now one of the leading manufacturers of recycling machines. Strautmann develops, produces and sells its machines worldwide, from automatic bottle emptiers to balers and non-recyclable waste compactors. The complex machines are an important component in waste disposal logistics. If a machine fails, high costs can quickly arise. High reliability and availability of the machines is therefore important. An expert service team is therefore on duty around the clock.
Until now, e-mail and telephone have been used to help with technical problems, and often an additional technician or expert had to travel to help solve the problem on site. This kind of cooperation and problem solving is now a thing of the past. Strautmann Umwelttechnik GmbH has now been relying on rise for more than a year to enable smooth communication, to support the service technicians in their work but also to simplify the work of the service experts.
24 technicians use the rise app on their smartphones, 4 experts use rise on their desktop computers at the Strautmann headquarter. External service partners and customers are also supported with rise. Above all, service cases abroad can be coordinated much better and numerous trips have already been saved.
The aim is to build up a knowledge database through the active use of rise and the documentation of cases. Several hundred cases have already been processed with the help of rise. In these cases, extremely valuable expert knowledge has been aggregated. By simply summarizing the content and adding filter criteria, a knowledge database is now gradually being created to help the service team to process cases even faster and without the direct support of an expert.
“Thanks to rise, we were able to save ourselves two trips abroad in a very short time.” Karsten Temmeyer, Head of Service