Transparent Data, Connected Knowledge

How DIOSNA is Future-Proofing Its Service Operations with Innosoft

When service, projects, and internal resources are managed across multiple locations, the quality and availability of data are critical. The machine and plant manufacturer DIOSNA addressed this challenge — and has systematically enhanced its service organization using Innosoft’s solutions.

The starting point was a situation typical of established organizations: parallel systems, manual processes, and a lack of transparency. With Innosoft as the central platform, this parallel world was systematically eliminated. At the same time, the focus shifted to data consistency across all systems: orders, times, and feedback are now automatically synchronized.

In addition to the field service team, internal departments were also integrated into the planning process — from design and software to technology and training. As data availability increased, a new challenge came into focus: How can the company’s knowledge be leveraged? Here, DIOSNA relies on Innosoft’s AI-powered SmartSearch solution. The goal is not only to store the vast amount of data from service reports, documentation, and practical experience but also to make it intelligently accessible. Step by step, this is creating a technical information platform.

SmartSearch automatically processes data sources. The solution analyzes content contextually and establishes relationships between them — regardless of system or format. For users, this provides a new way to access information: Instead of searching for exact terms, they can work with fuzzy or context-based queries. The semantic search interprets the meaning and delivers results: The AI provides the sources here and does not generate any information.

“Especially in service, it is crucial to have knowledge quickly available — regardless of who is currently working on it,” says Ingo Slawek, Technical Service Manager at DIOSNA. SmartSearch makes this knowledge systematically accessible. One advantage lies in its direct integration into processes: SmartSearch is integrated into both field service scheduling and the mobile field service solution. Documents can be identified and made available to technicians as early as the planning stage, providing them with context-based solution suggestions before they head out on a call.

In practice, this means that technicians can quickly access relevant information on-site, while the back-office team provides well-informed support without having to maintain specialized knowledge for every individual case. New knowledge is automatically captured and made available for later use.

The underlying AI technology ensures that data is not only found but also structured and made usable — all the way to creating a digital representation of machines and service cases. This creates a central knowledge base that continuously grows and evolves.

For DIOSNA, this is a decisive step toward a data-driven service organization. In addition to efficiency gains, the quality of decisions and the speed of problem-solving are also improved. The added value comes from the digitization of processes and the intelligent use of the data generated in the process. “Innosoft runs in the background for us,” says Ingo Slawek, “we can rely on the data being accurate, and on that basis, we make the right decisions — much faster and with significantly less manpower.”