FUCHS SE, a global producer of lubricants and specialty chemicals with more than 6,000 employees in over 50 countries, was facing growing complexity in its product offering. The challenge? Managing thousands of products, meeting diverse customer demands, and enabling sales and service teams to access the right information quickly and easily.
To meet these increasing demands and streamline internal processes, FUCHS SE partnered with Macaw to launch an AI-powered transformation. The result: a tailor-made Enterprise GPT solution hosted on Azure, leveraging OpenAI Services, Microsoft Fabric and Power Apps to increase productivity, improve decision-making, and boost customer service.
Smarter access to the right information
Despite having a centralized data environment, employees often lost time searching, comparing and reading through documentation to find relevant answers. Sales and technical teams, in particular, needed fast access to up-to-date documentation and service details to minimize machine downtime and support customers more effectively.
The lack of immediate access to the right insights slowed down responses and made decision-making more difficult.
The Enterprise GPT AI Agent: real-time insights, right where you work
To address these challenges, Macaw developed a custom solution powered by OpenAI. The Enterprise GPT AI Agent brings together Microsoft Fabric for seamless data integration and Power Apps for an intuitive experience – all within Microsoft Teams.
Thanks to Retrieval-Augmented Generation (RAG) technology, the AI agent can analyze vast amounts of product and service data in real time and deliver precisely the insights needed. Features such as chat history and feedback mechanisms ensure the solution keeps improving over time.
Fast implementation, long-term results
Macaw adopted an agile approach to deliver results quickly and ensure the solution aligned with the real needs of FUCHS SE. The implementation focused on:
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Seamless integration into existing systems to ensure high adoption.
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Tailored AI capabilities such as speech recognition (Whisper), intelligent product suggestions and interactive support.
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Scalable architecture to support global deployment across other business units.
“The future of intelligent business operations is here. With Microsoft Fabric and the Power Platform, our AI-driven solution gives teams direct access to key data – changing how we serve our customers and improve performance.”
Philipp Hoock, Manager Digital Transformation, FUCHS SE
The impact: faster responses, smarter decisions, better service
With the Enterprise GPT AI Agent, FUCHS SE sales teams now have instant access to relevant product information – significantly speeding up customer response times. Technical staff can diagnose issues more accurately and complete maintenance faster, reducing downtime and improving efficiency.
And thanks to the seamless data integration via Microsoft Fabric, business leaders get valuable insights into process performance and can make informed decisions much faster. Personalized access to information has also helped increase customer satisfaction.
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