Germany – The implementation of Arburg's innovative concept for using knowledge management technologies in its service has won recognition to walk away with USU's Knowledge Award 2018.
The unymira division of leading provider of IT and knowledge management software company, USU, presents this award to honour new, inspiring and verifiably successful ideas for practical application of the Knowledge Center database.
Arburg won USU's Knowledge Award 2018 at the USU World 2018 specialist conference in Bonn, Germany recently.
The global manufacturer of plastic processing machines says the company's knowledge management technologies make around the 6,000 documents available in service with only two or three clicks through a central portal. With over 200 personnel in the service division, including backend and field staff, the team has very quick access to relevant documents and the respectively required content. Arburg's system automatically and intelligently compiles content based on its context. As such, all relevant knowledge sources are searched, for eg., Lotus Notes, Documentum or SAP. Furthermore, the system offers multiple languages, which is also available offline.
Thanks to the application of active technologies, the number of time-consuming full-text searches practised in the past has been reduced by a third. Also, "active" documents reduce the workforce's document maintenance workload. User figures can be analysed, which indicate constantly high user acceptance.
Apart from knowledge management, Arburg employs a variety of additional digital tools to make customer support more efficient. Examples include its digital spare parts ordering system, the Arburg Remote Service, which is also included in one of the new digital assistance packages and the SAP-based tool "mobile X", which facilitates more specific and faster worldwide coordination among the company's service technicians.