"FINDIQ centralizes the expertise and years of experience of our service technicians in one tool. This creates real added value for us and our customers."
Marc Eckhardt, Head of Field Service / Business Unit Service Road
About the company
With its Mobility Rail, Mobility Road, Material Solutions and Photonics business units, the HÜBNER Group, headquartered in Kassel, is a global systems supplier for the mobility sector, industry, life sciences and science. HÜBNER is a global leader in the field of articulation and gangway systems for rail vehicles and buses as well as a supplier of chassis technology and cockpit display solutions and door sealing and safety profiles. The company is also internationally recognized as a specialist for sophisticated solutions made of elastomers, insulation and composite materials. The area of laser technology is developing successfully, for example with applications for cancer diagnostics, holography and spectroscopy.
Motivation
As part of the digitalization of HÜBNER's service units and the expansion of their online platform, the need for an easy-to-use first-level support application developed. The goal is to provide their customers with the ability to independently identify and resolve fault causes, regardless of time and location. With the future integration of FINDIQ into their service portal, we aim to close this gap.
Internationale growth through digital Self-Service
Goals
Optimal service at an expert level is a key component of customer retention. The use of FINDIQ will help maintain their customers and maintain and expand the global 80% market share.
12/2023
Test and choosing FINDIQ
HÜBNER ndependently tests the FINDIQ Software. The test phase yields positiveresults. The decision for FINDIQ was made due to its user-friendly operation and the guided support in fault diagnosis.
01/2024
Joint first knowledge base
FINDIQ and HÜBNER collaboratively develop an initial knowledge base, which is immediately put into use. The first tasks with the software are still supported by regular meetings.
04/2024
HÜBNER becomes independant
The project management is handled by HÜBNER, with the FINDIQ team now only providing background support. The field knowledge is centrally gathered and then transferred into FINDIQ.
Since 05/2024
Tailoring for the end user
The knowledge base and step-by-step assistant are being tailored for the end user. Images and audio files are being added.
The assistance is now available across four vehicle manufacturers and multiple model years.
