Highlights at a glance

• 4x faster case resolution
• Tickets closed in 41 minutes on average
• Time to value within a few weeks

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About Asclepion Laser Technologies

Asclepion is among the world’s leading manufacturers of medical laser systems for aesthetic medicine and surgery. Devices such as NanoStar, AlexStar, Dermablate, and MeDioStar enable treatments ranging from hair and tattoo removal to skin and vascular therapies. The goal is to provide physicians worldwide with precise, safe, and efficient technologies, supported by excellent service.

The challenge: why service reached its limits

Asclepion intentionally designed its service to be close to customers. The team was reachable through many channels to make it as convenient as possible for customers. Over time, however, this resulted in a broad channel mix: email, phone, and WhatsApp, sometimes even as voice messages. As a result, requests landed with different people across different departments. This made scaling harder, extended response times, and made the process more difficult to oversee.

 

“We were looking for a central way for customers to reach us when a problem occurs,” says Matthias Woiwode.

 

The goal: faster response times, structured communication, and less effort for the service team.

The solution: sqanit

Asclepion compared several systems and chose sqanit. The deciding factors were ease of use, high user acceptance, and fast integration.

 

Why sqanit convinced them

• Access directly on the device via QR code, with no login and no app
• Self-help content for customers, directly linked to service actions
• Ticketing, document sharing, and appointment coordination in one end-to-end process
• Video submission via scan for precise fault diagnostics
• Automated routing to the right contacts

 

“The test demo tailored to us completely convinced us. Service information is available directly on the device, and our customers can solve problems on their own. Exactly this simplicity was the deciding factor,” says Woiwode.

The results: what really changed

In the past, it was difficult to get reliable numbers. How long a case took from intake to processing could not be stated with certainty; in practice it was often three to four hours. Today, the process is measurable end to end. An average case is closed after 41 minutes, and a ticket is created in 78 seconds. This represents a four- to fivefold acceleration and has also created the basis for continuous improvement.

 

Positive effects

• Support cases are resolved about 4x faster
• Customers resolve standard questions on their own
• The service team focuses more on complex tasks
• All requests come together centrally and in a structured way

 

“Customers can now resolve simple problems and questions that come up often on their own. That takes a huge load off our team,” Woiwode says. “The feedback is consistently positive, both from customers and from employees.”

Outlook

Asclepion continues to expand its digital service platform. The next step is the AI assistant based on OpenAI. Administration is handled directly via the sqanit AI module.

 

“With the AI assistant, we are taking the next step. In the future, our customers will simply be able to chat to get immediate help with operation and troubleshooting, in their language. At the same time, the assistant also supports our employees internally by making technical information quickly findable. This keeps all answers consistent, up to date, and based on our validated content.”
Matthias Woiwode, Service and Digitalization, Asclepion Laser Technologies

Conclusion

The result is tangible: less effort, more speed, satisfied users. Tickets are created in seconds and cases are closed on average within 41 minutes. The organization now operates measurably faster and uses this transparency to continuously improve service. The planned AI assistant extends this advantage with direct, context-sensitive support.

Key Facts

Industry: Medical technology
Challenge: Unstructured service communication and long response times
Solution: Text assistant, ticketing, smart routing, concierge, wallet, video sessions, white label
Result: 4x faster case resolution, self-service for customers, positive feedback across all areas
Time to value: Within a few weeks

Ready to digitalize your service? Learn how you can reduce support times, activate self-service, and delight customers with sqanit: Get in touch now.