Bystronic

Bringing the future of customer service today

Since 2012, we have been supporting our Swiss partner Bystronic in further expanding its technology leadership in the field of sheet metal processing.

The web application "RAM Dump Analysis" is developed for simple and fast processing and analysis of errors and processes during production.

Digital transformation for greater user experience

Bystronic’s team has great technical know-how for the design of complex systems. However, as they started implementing their digital strategy, they wanted to combine it with the requirements of their users. This is where Consulteer came in, helping the company create more user-friendly processes.

The challenge was to develop a user-centric platform that would increase the efficiency of the support team, simplify communication and optimise the support processes. The aim was to resolve 90% of cases up to 2nd level support and to visualise errors clearly. At the same time, complex relationships were to be visualised and relevant information made more accessible.

Complex systems simplified

Thanks to deep-dive user research techniques, Consulteer gained an advanced level of domain insight which helped us get to the most effective solution.

Throughout the design process, we made sure that the user experience addresses the critical aspect of the information organization. Having this in mind, we simplified for the hotline role experience and made machine diagnosis much more efficient.

The design solution also completely supported a flexible design to ensure that the online system could enable greater access in the future.

Cost reduction & more effective processes

With the new web application "RAM Dump Analysis", Consulteer was able to significantly improve Bystronic's service and support processes. Thanks to the all-in-one tool, 90% of service cases can be solved before 2nd level support. Thanks to an intuitive user interface and a well thought-out navigation concept, errors and their correlations can be quickly and easily diagnosed and clearly mapped.

Specifically, the cost savings from enhanced UX allowed for a faster and more efficient learning process. Thanks to tight collaboration, we reached to the best user experience, cost-effectively.