Connect the digital thread with the best AI-powered search for manufacturers Watch the demo

Book a demo

Home / Customers / Customer Stories / Siemens Industry Online Support (SIOS) Portal Powered by Sinequa

Siemens Industry Online Support (SIOS) Portal Powered by Sinequa

Challenge

Siemens, a German multinational conglomerate corporation and the largest industrial manufacturing company in Europe, needed a search solution that offered customers, partners, and 200,000 employees seamless access to all applicable documentation across hundreds of active and discontinued products… The problem? The search solution needed to be able to provide instantly relevant results for parts and product information spread across 20+ million pieces of technical content.

Solution

After a careful trial period and successful proof-of-concept, Siemens selected Sinequa’s AI-powered search solution to act as the backbone of the Siemens Industry Online Support (SIOS) self-service portal. The SIOS acts as a single access point for Siemens customers to find comprehensive and accurate search results while also reducing operational support requirements and overhead for Siemens.

With SIOS, Siemens customers finally have the ability to search a wide range of product and service content and quickly find the answers to their questions in relevant, officially-recognized information sources.

Results

Today, Siemens achieves operational and customer support excellence through increased customer self-service. Powered by Sinequa’s highly scalable AI-powered Search, SIOS supports more than 200 million customer self-service queries per year and counting. As a result, customer service calls to agents have decreased, customer satisfaction has increased, and Siemens estimates that without SIOS an additional 16 call centers and incremental headcount would have been required, a conservative savings of $1.9M.

Your Service Center Technicians and Field Support Engineers are wasting 30% of their day… but not because they want to

Long ago was the time when maintenance and support were seen as an appendix to the manufacturing process, but those days are long gone. As more manufacturers realize the value of having a world-class maintenance and support function, the desire to improve their company’s level of service, make technical information more usable, and provide options that ACTUALLY end with more loyal and satisfied customers grows exponentially each year.

AI-powered Search technology gives support teams and product specialists at leading manufacturers the ability to quickly find the information they need to investigate issues, diagnose problems, perform repairs, and provide timely knowledge or advice to customers in need.

If Siemens only knew what Siemens knows; that was the initial challenge… now our customers and employees find insight more efficiently – we’re 30% faster with Sinequa.

Dr. Thomas Lackner CTO Office – Corporate Technology, Siemens

In fact, the experts at CIMdata estimate that an AI-powered Search Solution for your Maintenance and Support team can:

Improve customer productivity by 5 to 20% – Semantic search of service manuals allows customers to minimize asset maintenance and repair time
Improve internal productivity by 10 to 30% – Contextualized search of customer, service, and product information minimizes time for customer support
Optimize use of internal resources by 10 to 25% – Improved productivity reduces the number of required field and internal technicians and support centers
Improve customer satisfaction and loyalty (5 to 10%)* – Minimize asset downtime for increased customer revenue-generating capability

The value is clear, and with customers like Northrop Grumman, Airbus Helicopters, Ciena, BASF, and Siemens, Sinequa knows manufacturers better than any other search technology provider.

In a climate where every major business disruption – supply chain challenges, economic conditions, and growing customer expectations – places pressure on manufacturing organizations to do more with less, the key to driving higher customer satisfaction is a world-class maintenance and support function, driven by.

Ready to learn more?

Download Optimize Manufacturing Maintenance & Support Operations with Search to discover how Sinequ’s AI-powered Search can help you:

Leverage intelligent search for proactive maintenance strategies by analyzing historical data and real-time insights to prevent equipment failures.
Seamlessly integrate smart search technology (like Generative AI and LLMs) to accelerate decision-making, troubleshoot issues faster, and leave customers happy.
Cut costs by harnessing the power of real-time data to optimize resource allocation, reduce maintenance costs, and maximize equipment lifespan.

Get the whitepaper

Download

Siemens Industry Online Support (SIOS) Portal Powered by Sinequa

Challenge

Solution

Results

Ready to learn more?

Get the whitepaper

Related content

Big Projects on Track: Using Intelligent Search for Operational Excellence in Manufacturing

Workplace Search for Manufacturing

IDC Research Technology Spotlight Digital Transformation of Manufacturing