Effective on-site knowledge support to technical staff

 

Brainlab AG, a worldwide provider of medical equipment, is now using our product SemanticGuide to analyze errors and to resolve issues in its customer service. The decision to use SemanticGuide was reached after comparing a number of providers and a successful test phase. Mentioning one of the main reasons why the ontoprise solution was picked, Brainlab noted that the product fitted well to its requirements and that ontoprise has the knowhow and experience in dealing with complex knowledge management projects.

 

SemanticGuide will be used in Brainlab as an out of the box solution without any need for any customization. In addition to this, it was noted that SemanticGuide the only product of its type in that it not only delivers a fully functional Offline System, but also it can be used on at the clients premises, on-site, even without a need for an internet connection. Semantic guide will be used by about 600 users with about a half in the service department, while the rest are in research and development departments.

 

Brainlab being a supplier of highly developed medical technology, found it useful to have the capability of supporting its service technicians on-site with crucial problem solving knowhow. SemanticGuide will in future deliver this. It will be possible to collect the knowledge in a structured manner and help the service technician come to the correct solution of a given problem using intuitive questioning technique. SemanticGuide delivers the crucial information in an Offline System. This criterion of selection was of importance to Brainlab since the clinics and hospitals where Brainlab medical equipment is used do not often avail the internet to the service technicians.

 

The Offline System delivers full access to solution knowledgebase and at the same time ensures that sensitive company data is handled safely. The knowledge is stored in encrypted form, and it self-destructs and rendered this data useless after some time if it is misused or lost. The data can be reactivated when the user in the company network. The system has a synchronization mechanism which updates the knowledgebase using updates. Then again, the method that is used to solve a problem is collected, analyzed and integrated to the knowledgebase as new knowledge. In doing this, the quality of the knowledgebase is improved constantly and by extension, the quality of service is in turn optimized.

 

Mr. Olaf Ehlers, the director of Product Knowledge Management at Brainlab AG, says that Brainlab had previously tried to apply a number of knowledgebase management technologies and that the main requirement for the new solution was to have the capability to collect and structure a complex knowledge domain for detailed support of their customer service. He further goes on to say that ontoprise, with its proven approach, has delivered a product SematicGuide whose functionality has helped Brainlab attain high levels of confidence. This has enabled Brainlab to establish a solution in their company that is accepted by the workers and this has in turn contributed to the success of their company.

 

Mr. Eddie Mönch, the Chief Sales and Marketing Officer at ontoprise GmbH says that SemanticGuide was more than a product of choice for Brainlab since it already fulfilled most of the client specifications even as just a basic package and it could therefore be installed and applied as an out of the box solution. With this, Mr. Eddie Mönch noted that this was yet another indication that the ontoprise advisory system was ideal since it is a fitting solution for companies that want to deliver fast and effective company-wide access to problem-solving knowledge to its service organizations.