Empowering Manufacturing Excellence
Top isotope technology provider increases customer satisfaction by 30%
![Food and beverage operations Food and beverage manufacturing](https://glartek.com/wp-content/uploads/2024/02/1.2-1024x998.webp)
Empowering Manufacturing Excellence
Eckert & Ziegler is one of the world’s largest providers of isotope technology for medical, scientific, and industrial use. The company has multiple subsidiaries and needs to ensure customer satisfaction.
They focus on helping industrial leaders deal with radioactive substances and healthcare. Overall, the German-based company’s goal is to lead the production, exchange, disposal, and storage, of dangerous materials.
Eckert & Ziegler is a service provider that has different subsidiaries. Isotrend, one of these subsidiaries, has a high demand for complex procedures but only has a small team of experts. Therefore, resources are quite limited and difficult to manage. Junior roles are required to quickly learn how to perform complex tasks and procedures, for both national and international customers.
Difficulty in ensuring correct support for customers and frontline workers.
Junior roles are difficult to train since experts are often busy.
Isotrend and its mother company struggle to maintain efficient communication.
In summary, the challenges faced by the company meant one thing: the expert team needed to be centralized and made constantly available to help both customers and junior workers. Additionally, training sessions for junior roles needed to be optimized ensuring an efficient learning curve.
“With GlarAssist, we are finally able to keep our most experienced employees centralized, and consequently, our experts are able to solve more customers’ requests than before. Fortunately, both our junior workers and customers are learning how to perform operations they didn’t know before, which improved our operational efficiency and results.”
Dr. Radek Řezáč, Operations Director
Customers and junior workers greatly benefit from this change in remote work. By being able to answer customer needs in real time, which previously wasn’t possible, resolution time and costs were dramatically reduced, and customer satisfaction increased.
Fill out the form and download the Eckert & Ziegler Case Study for free to learn more about:
Request your DEMO
Start your Augmented & Connected Worker journey with us and become the leader of your industry.