ontoprise technology gives worldwide service staff expert knowledge

 

Karlsruhe, 18^th of February, 2010 | Today ontoprise, a leading provider of semantic technologies and applications, announces that GE’s Jenbacher gas engine division has selected ontoprise as supplier for an expert system to improve their worldwide customer service. The software system, Service Expert System (SES), is a service advisory system based on the proven SemanticGuide from ontoprise. SES will be an important part of the Jenbacher product line improvements to their worldwide customer service. For GE (General Electric) a main feature of the system was SES ability to be mobile and used offline. The worldwide Jenbacher service team will now be able to access the company knowledge base on their laptop without needing an online connection.

 

"The fact that a global company such as GE has chosen SemanticGuide as a standard application shows the reputation that ontoprise now holds in the market. Our technology turns the knowledge held by a normal service technician to that of an expert. This gives immeasurable value to companies with huge worldwide service network", says Hans-Peter Schnurr, CEO of ontoprise.

 

"SemanticGuide from ontoprise contributes to further optimise our customer service. The solution allows us to transfer knowledge very quickly to our global service teams which leads to faster troubleshooting, and thus higher customer satisfaction”, added Axel Dancker, Global Service Leader Jenbacher gas engines, GE Energy.

 

Central-bound knowledge is worldwide available
Jenbacher, the gas engine division of GE Energy, is one of the world's leading manufacturers of gas engines, generator sets and cogeneration plants for power generation. Given the global expansion it has been necessary to rapidly strengthen the company’s network of service providers. This business model requires an application that can easily handle the requirement for effective knowledge transfer. In addition, new products are becoming more complex which demands an improved customer oriented service solution capable of representing this complexity. All of these requirements are provided by the SES advisory system based on SemanticGuide.