How FUCHS SE Optimizes Its Sales Process and Field Sales Team with an Enterprise GPT AI Agent

FUCHS SE, a global manufacturer of lubricants and specialty chemicals with over 6,000 employees in more than 50 countries, was facing increasing complexity in its product portfolio. The challenge? Thousands of products, diverse customer needs, and the pressure to deliver information quickly and accurately to sales and technical teams. Together with Macaw, FUCHS SE opted for an AI-driven approach to make its processes smarter and faster.

The solution: an Azure-hosted Enterprise GPT solution that leverages OpenAI Services, Microsoft Fabric and Power Apps. This marked a significant step toward more efficient data management and faster decision-making across the entire organization.

Smarter Information Provision for Sales and Technical Support

At FUCHS SE, gathering the right information proved to be a time-consuming task. Sales and service staff often had to manually sift through documents to find answers. Not only did this lead to delays in responding to customer inquiries, but it also made it difficult to make quick and well-informed decisions.

Field service and service teams, in particular, needed immediate access to technical documentation and service information so they could respond more quickly to maintenance and malfunctions.

The Enterprise GPT AI Agent: Smart Technology That Really Helps

Macaw developed a solution based on the latest OpenAI technology. This Enterprise GPT AI Agent combines Microsoft Fabric with Power Apps and is fully integratedint , andMicrosoft Teams. This gives employees real-time access to relevant information, right within their familiar work environment.

Thanks to Retrieval-Augmented Generation (RAG) technology, the AI analyzes vast amounts of product and service data and extracts exactly what’s needed. Chat history, feedback options, and built-in learning mechanisms ensure that the solution continues to improve over time.

Rapidly Rolled Out, Continuously Improved

The implementation followed an agile approach. In short sprints, the solution was refined step by step based on FUCHS SE’s needs. The focus was on:

• Integration with existing systems to ensure a smooth adoption process.
• Adding specific features such as speech recognition (Whisper), smart product recommendations, and interactive support.
• Global scalability, so the solution can later be deployed in other business units as well.

“The future of smart business operations has begun. With Microsoft Fabric and the Power Platform, we provide our teams with direct access to the right data. This is changing how we work with customers and how we improve our performance.”

Philipp Hoock, Manager of Digital Transformation, FUCHS SE

The result: faster, smarter, more satisfied

Thanks to the use of the Enterprise GPT AI Agent, the sales team has immediate access to up-to-date product information. This allows customer inquiries to be handled more quickly and increases customer satisfaction. Technical staff can diagnose issues more accurately and resolve malfunctions faster, leading to less downtime and more efficient maintenance processes.

Management is also reaping the benefits. Thanks to the seamless integration of data via Microsoft Fabric, process performance is more transparent, and decisions are made faster and with better justification.