Guide
Reducing after-sales requests caused by product documentation
Many of the questions that slow down industrial after-sales already have a written answer. The problem is not the information, it is the time it takes to find it.
The symptoms
- The same questions reach engineering every week
- Two or three experienced technicians answer for the whole team
- Newcomers take months to become autonomous
- Answers to customers vary depending on who picks up the phone
- Nobody knows which information is really missing from the documentation
Why documentation is not enough
A manufacturer’s documentation is written by engineering, to be accurate and complete. It is rarely organised to answer a specific question quickly: the information is spread across product sheets, manuals, operating procedures and catalogues, in several versions.
Keyword search is not enough: the technician does not always know the exact term, or which document to look in.
Three concrete levers
First lever: an answer in one question. An assistant that reads all your documentation answers directly, with the source page. The technician checks instead of searching.
Second lever: the same answer for everyone. Backed by the same document, answers no longer depend on who picks up the phone.
Third lever: measuring what is missing. Unanswered questions show exactly which documents to complete. The documentation improves from real questions from the field.
Measuring the result
Before rolling out, write down a few simple benchmarks: questions escalated to engineering per week, response time to customers on technical questions, time for a new technician to become autonomous. These benchmarks, more than a demo, will tell you whether the tool delivers.
See Lumina answer from your own documents.
A 30-minute demo on 5 to 10 of your PDFs, prepared in advance.
How the demo works
You request a demo
The form takes a minute.You upload 5 to 10 PDFs
Through a secure link we send you.30 minutes on your documents
We prepare them beforehand and show you the result.