SKF

Industry: Manufacturing
Products used: Web Self-Service, Knowledgebase
Website: www.skf.com

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Business challenge:

SKF Condition Monitoring group’s customers are located globally, but the key support team is located only in the US. Customers in International locations would end up waiting an entire day to get answers. The company also wanted to replace their existing knowledge base.

Solution:

SKF decided to implement Moxie Web-Self Service for its robust search functionality and ease of use.

Results:

  • >5 to 10% call deflection
  • >20% increase in user adoption after rolling out mobile support
  • 4500 article hits each month
  • Quick, real-time access to hundreds of helpful documents

SKF is a world leader in rolling bearings and related technologies. SKF Condition Monitoring is a business unit of SKF that is responsible for monitoring and determining the condition of machinery while in operation.

With [Moxie] Web Self-Service, we are able to support our customers in various International locations around the clock. Our call volume has dipped by 5 to 10% and we get calls for complex issues only.”- Keith Kubinak, Technical Services Manager

The business challenge

SKF is a world leader in rolling bearings and related technologies, including sealing solutions, lubrication systems, mechatronics (combining mechanics and electronics into intelligent systems) and services. SKF Condition Monitoring is a business unit of SKF that is responsible for monitoring and determining the condition of machinery while in operation.

Condition Monitoring helps plant personnel reduce the possibility of catastrophic failure, allows them to order parts in advance, schedule manpower and plan other repairs during downtime. This complex process requires the right set of instructions and assistance. “While our customers are located across the globe, our Condition Monitoring support team is located in the US. When our counterparts in countries such as Australia, Asia and Sweden have questions, they would email or leave a voice message and end up waiting an entire day to get their answers”, notes Keith Kubinak, Technical Services Manager, SKF Condition Monitoring Inc. “We also needed to replace our existing knowledge base, which was obsolete, difficult to update and broken.”

Choosing Moxie

Keith highlights his reasons for choosing Moxie among all the other knowledge base solutions they evaluated: “we decided to implement Moxie Web Self-Service for its powerful search functionality – something that I call ‘better than Google Search’, as this tool can easily search within our products. It allows us to search by keyword or attribute, as well as support remote, natural language and intuitive category searches”.

SKF rolled out the web-based solution in February 2012 with two knowledge base portals: Public and Secure portal. The Pubic portal provides more generic information such as data sheets and other corporate information, while the Secure portal, which is maintained especially for the Product Support Plan (PSP) customers and SKF employees, is a more comprehensive repository.

In addition to the web platform, both portals are supported on Android and iPhone mobile platform.

Results: Quicker resolutions and fewer calls

SKF Web Self-Service PortalSKF has built a strong repository of more than 1 700 articles and various training videos. On average, the portals receive close to 4 500 article hits each month.

“With [Moxie] Web Self-Service, we are able to support our customers in various International locations around the clock. Our call volume has dipped by 5 to 10% and we get calls for complex issues only”, shares Keith Kubinak.

He further adds that with the introduction of the Android and iPhone platforms, user adoption has increased tremendously. “With access to the knowledge base portal on their Android and iPhone mobile devices, users are able to find answers in real-time, wherever they are. Also, our registrations are up by 20% ever since we started providing mobile support”.

The solution was initially deployed to help International customers access information and resolve queries around the clock via web self-service, especially when the US Support Team is off operating hours.
But today, both portals are being used to resolve a majority of the issues, even during US Support operating hours.

In future

Web self-service has become a popular channel at SKF Condition Monitoring, globally. However, it is available only in English. As many of SKF’s customers and partners accessing the web self-service are International and non-native English speakers, the company plans to provide regional language support.

Keith Kubinak shares that this year, in 2013, they start with Brazil, where they plan to roll out web self-service in Portuguese.

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