How Elementar retains customers with AI video documentation

Elementar Analysensysteme

Precision and innovation in analytics

Elementar Analysensysteme GmbH is one of the leading manufacturers in high-performance analytics of organic and inorganic elements. The company has more than 125 years of experience in developing and manufacturing high-quality analytical instruments.

In over 80 countries, Elementar supports scientific progress and economic growth, delivering innovative solutions for industries such as agriculture, chemistry, environment, and energy – always focusing on quality and customer proximity.

The Challenge

Reducing complexity and increasing efficiency

As a developer and producer of technically sophisticated analysis systems, Elementar continuously faces the challenge of clearly communicating its complex internal processes, which have evolved over years, to employees. At the same time, the company must thoroughly train its customers in using the products and support them in utilizing the technology's full potential.

However, the previous documentation of workflows and product functionalities was very text-heavy, therefore less appealing and sometimes difficult to understand.

This led to many inquiries from employees and customers, resulting in significant resources being tied up in answering queries. The long, text-heavy product manuals led to uncertainties on the customer side and sometimes to operating errors, which ultimately negatively impacted customer satisfaction.

The Decision

Visual instructions for global collaboration and precision

To enable more efficient workflows and reduce errors, Elementar's interdisciplinary team sought a simple yet visual method for documenting product usage, software operation, and processes. This was intended not only to improve the comprehensibility of instructions but also to facilitate collaboration between international locations.

The Solution

Efficient knowledge transfer through AI-supported video documentation

Elementar now uses Clypp to address these challenges. Short, comprehensible video documentation consisting of video, text, and screenshots document complex processes and products. These so-called Clypps are organized in a central, multilingual knowledge database. Employees worldwide can now access relevant content anytime and from anywhere.

Recurring questions, such as those about time tracking or internal software applications, are flexibly learned through self-study, supplemented by personalized onboarding phases. Thanks to precise search functions and seamless integration with tools like Microsoft Teams, employees quickly find needed information. Context-based support via links, QR codes, or embedded content simplifies daily work and increases efficiency.

Product instructions can now also be supplemented with videos. The AI functions in Clypp, such as automatic face blurring or authentic multilingual AI voices, ensure high-quality content.

Clypp is the central knowledge platform that sustainably improves productivity and collaboration throughout the company and with customers.

"Videos are much more popular with our employees and customers than manuals. That's why I've tested many video tools, and none was nearly as easy to use as Clypp. As a result, we can create more content in less time than ever before - and at the highest quality," says Dr. Bernd Grillenberger, Knowledge Manager

KPIs

Exceeded targets and inspired people

During the initial project period, Clypps were created for topics including SAP, technical service, applications, and software development. This content was shared and tested both internally with employees from other departments and externally with customers.

The KPIs defined at the beginning of the project were precisely verified through time measurements and surveys. The following results emerged:

The Result

Audiovisual knowledge transfer for sustainable success

The introduction of a central knowledge database, consisting of clear videos and written instructions in various languages, has created decisive advantages at Elementar. Users, service technicians, and new employees benefit from better understanding and higher quality in their work. Processes have been accelerated, new team member onboarding optimized, and the need for personal support significantly reduced. At the same time, customers perceive Elementar as an innovative and service-centered company, which sustainably strengthens customer loyalty.

The solution also relieves IT support, as fewer service tickets are generated, allowing internal resources to be used more efficiently. Audiovisual content directly integrated into workflows provides targeted support and increases productivity.

With each expansion of the knowledge database, the benefit to the organization increases as employees can access relevant information at any time.

In the long term, this modern way of working also contributes to strengthening employer branding. Elementar positions itself as an attractive and modern employer, which represents an important advantage in the competition for skilled workers. The results show that audiovisual content not only improves everyday efficiency but also creates strategic advantages that sustainably support the company's success.

Summary

AI-Supported knowledge transfer for greater efficiency

The introduction of AI-supported video tutorials and a central knowledge database has sustainably improved internal processes, customer satisfaction, and service quality at Elementar. An international dealer network can now be efficiently trained through centralized and audiovisual training materials, which not only strengthens understanding of products and processes but also significantly reduces operating problems and operational errors.

Thanks to the ability to quickly create and manage content in different languages, Elementar can successfully scale its knowledge management. The result: Increasing customer and employee satisfaction as well as enhanced perception as an innovative and service-oriented partner.