AUMA Actuators works with customers across the water industry, supplying and maintaining a wide range of electrical control solutions. The team at AUMA wanted an online, always-on tool to enable the company to add value to its relationship with its customers.
AUMA's original online customer portal was a traditional, passive document repository that provided no user data and was limited in functionality. Our digital team identified a value-adding online tool that is future-proofed and has the capability to become a single online touchpoint for the whole of AUMA's digital ecosystem. The customer Knowledge Base is the first step on that journey.
Each of AUMA's customers now has access to its own unique, branded, secure online environment that is aligned to the customer's service or framework agreement. Each site includes detailed product user guides, user videos, documentation and reference materials. Staff have a unique login so that the user's journey is recorded. Data detailing how the site is used and which content is popular enables us to develop content in line with user requirements.
The result is that employees working in the field on sometimes remote facilities and installations are now able to view critical maintenance guides to enable them to complete works without the need to leave the site, as well as order replacement materials as required.