Transforming Technical Support: How Stürtz Maschinenbau Revolutionized Global Service Delivery with AWS GenAI
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Key Challenges
Stürtz Maschinenbau struggled with fragmented, multilingual technical documentation spread across 200GB of legacy systems, causing service technicians to spend up to 45 minutes per incident searching for critical information. The lack of intelligent search and scalability hindered 24/7 global support, strained operational resources, and put $13–20 million in annual revenue at risk due to delayed issue resolution and potential customer churn.
Key Results
By implementing an AWS GenAI-powered RAG architecture, Stürtz reduced documentation search time by 93%, enabling technicians to access accurate information in under two minutes. The solution delivered real-time multilingual support across 60+ markets, achieved 99.5% platform availability, and reduced operational support costs by 35%. This transformation safeguarded up to $20 million in annual revenue and positioned Stürtz as a technology-driven leader in global after-sales service.
Overview
Stürtz Maschinenbau GmbH is a leading German manufacturer of PVC and aluminum window production machinery with over 70 years of industry expertise. Headquartered in Neustadt/Wied-Rott, Germany serving the global fenestration industry through subsidiaries in the USA, Canada, Poland,UK, and China. Following acquisition by Italy's Voilàp Group in September 2025,Stürtz is positioned for accelerated growth with a clear strategic mandate:becoming the industry's strongest after-sale service-support provider.
However, their legacy documentation system couldn't support this ambitious vision. With technical manuals spanning 200G Bacross 8+ languages and service operations covering 60+ global markets,Stürtz's support infrastructure was creating critical bottlenecks that threatened customer retention and revenue growth.
Challenges
Stürtz faced severe operational inefficiencies and documentation chaos that threatened customer retention and revenue growth.
- Inefficient Information Retrieval: Service technicians spent 30–45 minutes per incident searching fragmented documentation (200GB across 8+ languages) in fragmented PDF manuals, spreadsheets, and legacy systems.
- Customer Risk: This delay risked 20–30% customer churn, translating to a potential $13–20M in annual revenue loss.
- Siloed Knowledge: The manual support infrastructure lacked intelligent search capabilities, preventing 24/7 global support.
- Scalability Issues: The legacy system could not scale to support the Voilàp Group's smart factory vision or integrate with existing platforms like StürtzCloud.
- Operational Strain: Required significant personnel resources to manage multilingual documentation across diverse machinery portfolios (e.g., LinearPro, FlexCenter, Turbo Welders, OpticTwinStar-3D cleaners).
Solution
Ankercloud designed a serverless RAG architecture to transform documentation access and delivery.| AWS Service | Function in RAG Architecture | AWS Bedrock | Used Claude and Titan foundation models for multilingual embeddings and intelligent response generation. Titan Multimodal Embeddings enabled processing of technical diagrams and schematics. || Amazon OpenSearch Serverless | Provides vector search across 200GB of indexed technical content with sub-second retrieval times. Chosen over Amazon Kendra for 93% cost savings. || AWS Lambda | Orchestrates the complete RAG pipeline, processing 5M+ monthly requests for ingestion, query handling, and response generation, enabling automatic scaling. || Amazon S3 | Stores technical manuals with Intelligent-Tiering for cost optimization. || Amazon DynamoDB | Manages conversation history and session data with on-demand capacity. || Amazon API Gateway | Provides RESTful endpoints for integration, with built-in throttling and caching.
The solution seamlessly integrates with Stürtz's existing StürtzCloud IoT platform, delivering unified technical knowledge across all customer touchpoints.
Business Outcome
The transformation delivered measurable results in operational excellence and strategic positioning.
Operation Excellence:
- Search Time Reduction: Technical documentation search time reduced from 30–45 minutes to under 2 minutes (93% reduction).
- Retrieval Time: Service technician information retrieval time decreased by 65%.
- Multilingual Support: Achieved real-time multilingual support across 8+ languages with 90% accuracy.
- Availability: Platform availability achieved 99.5% across 6 countries.
Financial Impact :
- Cost Reduction: 35% reduction in operational support costs through serverless auto-scaling.
- Risk Mitigation: Mitigated $13–20M annual revenue risk from potential customer churn.
- TCO Savings: Three-year Total Cost of Ownership (TCO) projection shows $127,000 operational savings.
Strategic Advancement :
- Market Position: Positioned Stürtz as a technology leader in the fenestration machinery industry.
- Global Reach: Enabled 24/7 global support operations without geographic constraints, supporting expansion to 60+ markets.
- Future Readiness: Successful integration with Voilàp Group's smart factory vision.
