Troubleshooting Support for a Global Team of More Than 5,000 Service Technicians

Location
Hyvinkää, Finland
Industry
Material handing solutions

Mavenoid's Impact

41% self-service resolution rate
20+ products supported
5,000 field technicians globally

The Challenge: A Quick, Easy and Intelligent Way to Troubleshoot Service Issues in the Field

Konecranes provides industry-leading maintenance services for all types and makes of industrial cranes and hoists. With more than 600,000 assets under service agreement, Konecranes relies on their digital ecosystem—including technician apps, sales tools and customer portal—to transform the delivery of maintenance services. When a production-critical crane goes down, it’s crucial to get it up and running as quickly as possible. If a technician can quickly troubleshoot in the field, it saves valuable time and money for the customer.

“Mavenoid has made our service technicians’ lives easier and more efficient. Instead of having to look up information, they have solutions right at their fingertips.”

Torsti Koski

Project Manager, Konecranes

Key Features Implemented

Decision support
AI-powered decision support displays probable solutions to technicians during troubleshooting.

Resource library
All your knowledge at your support staff’s fingertips.

Deep product analysis
Historic support data is used to identify common problems and areas best suited for automation.

Teachable AI
The system learns from every interaction and continues to improve on its own.

The Solution: A Service Technician’s Virtual Service Buddy

Konecranes technicians need a fast and accessible knowledge base while they are in the field. By leveraging Mavenoid’s resource library and decision support tools, Konecranes is able to surface the right information quickly to their field team, right on their mobile devices.

By reducing the time to find the correct solutions, as well as the need for back-and-forth between technicians and technical support, the Konecranes field team is able to resolve service requests faster and easier. Less service time means lower support costs and happier Konecranes customers.

Konecranes has scaled Mavenoid to more than 5,000 service technicians across 20 different products.

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