Introduction of a knowledge management portal for service information and troubleshooting guides

Carl Zeiss Meditec AG is one of the world’s leading medical technology companies and part of the Zeiss Group. The company offers complete solutions for the diagnosis and treatment of eye diseases as well as innovative visualization solutions for microsurgery. With proven medical technology and application expertise, the company sets standards in the healthcare sector. Employees work on this at 10 locations around the world.

Carl Zeiss Meditec AG is a competent partner for doctors and hospital staff in order to offer patients optimum treatment options. Last but not least, excellent service is crucial for the success of customers and the health of patients.

Together with Empolis and PANTOPIX, Carl Zeiss Meditec in Oberkochen has introduced Empolis Service Express as a knowledge management portal to make service manuals and troubleshooting guides available for troubleshooting, thus enabling service employees worldwide to access the required information quickly and efficiently.

The service product management, IT and the technical editors of the service documentation are involved on the part of Carl Zeiss Meditec and have developed a solution design together with us during the project.

The project was rolled out as an MVP (Minimum Viable Product), i.e. initially only for a limited product range and a limited user group. Together with Empolis, PANTOPIX configured and introduced the portal according to customer requirements. We paid particular attention to the metadata model, which ensures that the information can be found quickly and is harmonized with the taxonomies of the CCMS Schema ST4 for the service manuals.

At the same time, Carl Zeiss Meditec introduced the Decision Tree Designer (DTD) as a new editing tool for the creation of troubleshooting guides. For the creation process of these diagnostic trees, we have adapted parts of the problem analysis according to Kepner Tregoe. This represents a very structured approach for processing complex problems.

A user is authorized within the portal by retrieving certificates from the Zeiss Learning Management System. This access control is closely linked to the metadata model.

We supported the entire project from specification to validation of the configured system and are pleased that employees can easily find service-relevant information in the portal. We have thus taken the provision of service manuals and troubleshooting guides for medical technology to the next level for Carl Zeiss Meditec AG. The next goal is the targeted provision of task-related service instructions.


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Maraike Heim
Head of Marketing

Team Maraike Heim