Book a Demo Talk to Sales

Use case

Resolve more.
Escalate less.

A support engineer with the full history closes the case. Without it, they escalate, and the answer was already in the system, filed under a different serial number.

Talk to Sales Find Your Plan
  1. Source 01 Support cases
  2. Source 02 Product and part data
  3. Source 03 Service bulletins
  4. Source 04 Field reports

The problem

Every escalation is a search that failed

The information needed to close a case is rarely missing. It is in the ticketing system, the parts database and a bulletin issued eighteen months ago, and no single search reaches all three.

An example question, answered from four connected sources Asked: Unit V-200 trips at start after the update. Known issue? Answer: Yes. Service bulletin SB-061 covers it: reflash the controller to 4.2.1. Four earlier cases were closed this way. Sources: Case 48213 and 3 more (support cases), V-200 controller, rev C (product and part data), SB-061 (service bulletins), Field report FR-772 (field reports). Unit V-200 trips at start after the update. Known issue?| STUDIO EXAMPLE Yes. Service bulletin SB-061 covers it: reflash the controller to4.2.1. Four earlier cases were closed this way. SOURCES SUPPORT CASES Case 48213 and 3 more PRODUCT AND PART DATA V-200 controller, rev C SERVICE BULLETINS SB-061 FIELD REPORTS Field report FR-772
An example question, answered from four connected sources Asked: Unit V-200 trips at start after the update. Known issue? Answer: Yes. Service bulletin SB-061 covers it: reflash the controller to 4.2.1. Four earlier cases were closed this way. Sources: Case 48213 and 3 more (support cases), V-200 controller, rev C (product and part data), SB-061 (service bulletins), Field report FR-772 (field reports). Unit V-200 trips at start after the update.Known issue?| STUDIO EXAMPLE Yes. Service bulletin SB-061 covers it:reflash the controller to 4.2.1. Fourearlier cases were closed this way. SOURCES SUPPORT CASES Case 48213 and 3 more PRODUCT AND PART DATA V-200 controller, rev C SERVICE BULLETINS SB-061 FIELD REPORTS Field report FR-772

What changes

Understand what happened and why

01

Full case context

The unit, its configuration, its service history and every prior case against the same part, in one view.

02

Brief engineering faster

Hand over a case with the evidence already assembled rather than a description and a hope.

03

See fleet-wide patterns

Three similar cases in different regions are one problem. The graph notices before the quarterly review does.

In practice

Where the time goes back

Support work is mostly reconstruction. Removing the reconstruction is the whole gain.

  1. 01

    First-contact resolution

    Cases that would have escalated get closed because the history was already on screen.

  2. 02

    Fewer repeat investigations

    A root cause found once stays found, and the next case inherits it.

  3. 03

    Evidence for the supplier conversation

    A pattern across units, with the records attached, rather than an assertion.

Security

Built for security

Made in Germany and built for data sovereignty. Your data stays in your environment, encrypted and access controlled down to the individual record.

Visit Our Trust Center Book a Demo

On premises or private cloud

Deploy on your own infrastructure or in certified data centers in Europe.

Single sign on and enforced MFA

Access synced to your data sources with relationship based permissions.

Full audit trail

Every query, download and data access logged.

Data residency

Your data stays in the region you choose.

Made in Germany

Built in Munich.

GDPR compliant

European data protection standards.

Your data. Your infrastructure.

Resolve more. Escalate less.

Book a Demo Talk to Sales