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Empolis Customer Solution Award 2020 for KUKA Xpert

Taking up customer wishes and incorporating them into products is always worthwhile. Especially when customers benefit directly from it. As with KUKA Xpert: Since KUKA consistently optimizes the self-service tool, the automation expert now receives an award for this.

21 September 2020

Usability as a key success criterion for KUKA Xpert

Around 20,000 users regularly search the KUKA Xpert knowledge database for information about KUKA robots. The usability of the service program plays a particularly important role here. Together with Empolis Information Management GmbH, the manufacturer of the underlying platform, the self-service tool has been continuously developed and optimized. KUKA customers thus have a helpful tool at their side to help them find their way around the world of robotics.

The Augsburg-based group has now received the "Empolis Customer Solution Award 2020" for this. Every year, the company presents the award to one of its customers who has made particularly good use of the solution's potential. KUKA has been using the "Empolis Service Express" software for two years. "We have expanded and optimized KUKA Xpert, particularly in terms of user-friendliness," says Miklos Lörinczi-Karn, Head of Training Germany at KUKA. "The search function now works better and customers get to their solution faster".

The team of Empolis and KUKA – a perfect combination.

Successful search in various languages

Much of the information in KUKA Xpert is written in German and English, but not in Korean or Spanish. Together with Empolis, KUKA has now optimized the system so that users from Korea, for example, can search in their own language and then receive the appropriate answer in English. The application itself also communicates more with the user and provides additional information on his or her topics. "We also use the system internally at KUKA, but primarily we optimize it for our customers. After all, around three-quarters of the 20,000 registered users come from outside," says Miklos Lörinczi-Karn.

Fast and individual results

For Miklos Lörinczi-Karn and his team, the award is proof that KUKA's requirements match what customers want. "We have been dealing with these issues for more than ten years and can now assess what users value. Together with Empolis, we are now continuously expanding the software." The IT architecture was adapted accordingly at the beginning of the year and now enables the system to react much faster and to respond to individual customer needs.
The Empolis Customer Solution Award 2020 goes to KUKA.
Miklos Lörinczi-Karn, Head of Training Germany bei KUKA

We have expanded and optimized KUKA Xpert, especially in terms of user-friendliness.

Miklos Lörinczi-Karn, Head of Training Germany bei KUKA