What Wanzl struggled with before Elephant.
- Scattered knowledge: information and support requests spread across SharePoint, email, and Teams.
- Dependence on experts: technicians often had to contact experienced colleagues directly for technical questions, even during live customer visits.
- Limited training reach: training was mostly offered in German or English, primarily in person.
- No visibility into qualifications: skill levels, certifications, and training needs weren't tracked centrally.
- High content-creation effort: training materials had to be manually converted into usable content, updated, and translated.
How Elephant solved the problem.
To make knowledge instantly available and consolidate service processes, Wanzl introduced the Elephant platform as its global Service Academy (WSA). It combines online training, a knowledge base, communication, an AI assistant, live training, and support processes on a single platform. An AI chatbot answers technical questions instantly and in multiple languages, right on-site during service calls. All product training follows a standardized framework using micro-learning modules under ten minutes long, available in more than 30 languages, complemented by cross-location live training sessions via Microsoft Teams. Integration with Jira Service Management captures service requests in a structured way, routes them to the right experts, and documents them fully, so insights from resolved cases continuously feed back into the knowledge base. Instead of running several separate tools, Wanzl now consolidates learning and knowledge topics on one central platform.
AI chatbot: instant, multilingual answers
Technicians get fast answers in their local language without waiting for colleagues to respond. The chatbot draws on both technical documentation and experience from real service cases.
Standardized training framework
All product training follows a consistent learning structure, from product overview and technical basics to installation, service tools, and fault diagnosis. Micro-learning modules run under ten minutes and are available in more than 30 languages.
Live training via Microsoft Teams
Complementing the micro-learnings, cross-location live training sessions are held in German and English.
Integrated support processes
Jira Service Management integration captures service requests in a structured way, routes them to the right experts, and documents them fully. Insights from resolved cases continuously feed back into the knowledge base.
„Elephant means training for us is no longer tied to fixed times or locations. With micro-learnings in each technician's local language and the AI chatbot, our technicians worldwide can access relevant knowledge faster, and that has a direct impact on service quality."
What changed for Wanzl.
- Relief for the support team: Second- and third-level support at headquarters is noticeably relieved as recurring questions are answered directly by the AI chatbot.
- Standardized service knowledge worldwide: Technicians can access consistent training content in their local language, anytime and from any location.
- Faster onboarding for new employees and partners: Standardized onboarding paths bring new technicians and service partners up to speed faster.
- Transparency over qualifications: Service managers always have an overview of their technicians' certifications, skills, and deployment readiness.
- Unified access for the global service network: One central platform replaces several previously used solutions.
