Customers
Kapsch uses FlowShare to document solutions during support calls, helping employees resolve issues faster and reducing repeated requests.
Kapsch needed a better way to document support solutions and reduce repeated helpdesk requests.
With FlowShare, they now capture solutions during support calls, share them instantly, and improve knowledge reuse across teams.
CIO, Kapsch AG
• Location: Austria (Global operations)
• Size: 6,000+ employees worldwide
• Industry: Telecommunications
• IT Scope: Global IT services and support operations
• Key User: Günter Englert, CIO
• FlowShare used during helpdesk calls to document solutions in real time
• Creates step-by-step documentation while screen sharing with users
• Documentation is immediately shared with users after the session
• Also used internally by service desk teams as reusable support material
• Support was provided via screen sharing without documentation
• Users had to rely on memory or manual notes
• Repeated requests for the same issues
• No structured way to capture and reuse solutions
• Immediate documentation available after support calls
• Reduced repeated questions and support effort
• More efficient knowledge sharing across service desk teams
• Simplified and optimised existing support processes
FlowShare is used during helpdesk calls to document solutions directly while the service desk employee shows the user how to solve the issue via screen sharing.
The documentation created with FlowShare can be immediately sent to the user after the session and also made available to other service desk colleagues as parallel support material.
This approach allows Kapsch to capture knowledge in real time and reuse it across teams, while benefiting from easy export options and integration into existing workflows.
As Günter Englert highlights:
“The reaction to our input was always fast and reliable, and our feedback was incorporated into new versions.”
With FlowShare, Kapsch is able to provide employees with clear, structured documentation directly after support interactions. This reduces the need for repeated explanations and improves overall efficiency in the support process.
If widely adopted across the organisation, FlowShare has the potential to save significant time when documenting processes and simplify existing tools and resources.
The ability to create and share documentation instantly supports better knowledge transfer and helps optimise IT support operations across the company.
Capture solutions live during helpdesk sessions and turn them into structured guides instantly.
Provide users with clear instructions, reducing the need for repeated explanations.
Make documentation available to both users and internal support teams.
Export documentation in multiple formats for further processing and reuse.
Try FlowShare for free for 7-days and create your first guide in minutes.
Or talk to our team and find out how FlowShare can best support you in your onboarding, support and compliance workflows.
