Scattered technical knowledge delays field service across three countries
The Push for Progress
A European industrial access solutions group with productions and maintenance operations spanning multiple EU countries faced critical knowledge fragmentation. Field technicians responding to emergency maintenance calls often lacked immediate access to technical documentation, intervention histories, and troubleshooting procedures needed to resolve complex equipment failures.
With a multilingual workforce of 200+ employees distributed across Europe, tribal knowledge remained siloed in individual technicians' experience. When senior specialists retired or transferred, decades of problem-solving expertise disappeared. Emergency interventions required extensive phone consultations with headquarters, extending equipment downtime and impacting customer operations.
Natural language AI delivers instant access to technical intelligence in the field
Shaping Solutions from Technology
The group deployed Zaneffi Knowledge Management to unify decades of technical documentation, equipment manuals, and intervention records into an intelligent knowledge system accessible through natural language queries. With voice-first interaction designed for hands-busy field work, technicians could ask questions in English, German, French, or Romanian and receive synthesized answers that connect relevant information across maintenance procedures, equipment specifications, and historical repair records—with complete source traceability for verification.
The platform integrated with existing processes & systems while maintaining complete data sovereignty through single-tenant deployment. Zaneffi Knowledge Management ingested thousands of files including technical manuals, CAD drawings, installation procedures, and maintenance logs, much of it extensive technical documentation with complex diagrams and detailed specifications, enabling cross-lingual search without content duplication. Most critically, the platform's curated knowledge capture capabilities structured operational expertise from experienced technicians for future reference, preserving problem-solving approaches through expert-reviewed documentation workflows.
Enhanced team productivity enables same-day service for critical failures
Delivering Lasting Results
Zaneffi Knowledge Management is transforming field service operations: team productivity has improved substantially as technicians find answers immediately rather than searching through documentation or calling headquarters. Junior technicians now resolve issues that previously required senior specialist involvement, and mobile accessibility means complete technical intelligence is available on-site without returning to workshops or making multiple consultation calls.
The most significant impact is knowledge preservation and transfer. Tribal knowledge from retiring senior technicians is being captured systematically through the platform's curated learning workflows, creating a growing operational knowledge base that improves with each intervention. This reduces dependency on specific individuals while accelerating new technician training through immediate access to documented problem-solving approaches.
