In response to rising support volumes and the need for scalable solutions, Trumpf has utilized a knowledge management system to create their own centralized knowledge hub. This system empowers both their employees and customers through intelligent self-service features, including dynamic decision trees that guide users to tailored solutions based on their specific paths. By shifting from technician-written, case-by-case responses to globally applicable, structured knowledge, the company has significantly reduced workload and improved cost efficiency. This session shares key insights from the journey towards this smarter, more sustainable knowledge management and a smoother user experience. 

In this session you will learn:

• How to optimize customer experience while increasing efficiency through process-driven knowledge management and automation
• How to design scalable self-service experiences using decision trees that deliver personalized solutions efficiently.
• How to integrate knowledge systems into a single hub to reduce complexity and empower global teams.