Highlights at a glance

• 4x schnellere Falllösung
• Tickets closed in an average of 41 minutes
• Time to value within a few weeks

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About Asclepion Laser Technologies

Asclepion is one of 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. Their mission 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. Over time, however, this created a complex channel mix: email, phone, and WhatsApp, sometimes even via voice messages. Requests ended up with different people across different departments. This made scaling difficult, slowed response times, and reduced process transparency.

“We were looking for a central way for customers to reach us when they have an issue,” says Matthias Woiwode, responsible for Service and Digitalization. 

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

The solution: sqanit

Asclepion compared multiple systems and chose sqanit. Key decision factors were ease of use, high user adoption, and fast integration.

Why sqanit convinced Asclepion

• Access directly on the device via QR code, no login and no app required
• 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 accurate fault diagnosis
• Automated routing to the right contacts

“The tailored test demo fully convinced us. Service information is available directly on the device, and our customers can solve problems independently. That simplicity was the deciding factor“, says Woiwode.

The results: what truly changed

In the past, it was difficult to obtain reliable metrics. It was not possible to say with confidence how long a case took from arrival to processing; in practice it was often three to four hours. Today, the entire process is measurable end to end.

An average case is now completed in 41 minutes, and a ticket is created in 78 seconds. That represents a four to five times acceleration and also creates the basis for continuous improvement.

Positive effects

• Support cases are resolved about 4x faster
• Customers resolve standard questions on their own
• The service team can focus more on complex tasks
• All requests are centralized and structured

“Simple problems and questions that occur frequently can now be solved by customers independently. That takes a huges load off our team“, says Woiwode. Feedback has been consistently positive, from both customers and employees.

Outlook

Asclepion is continuing to expand its digital service platform. The next step is an AI assistant based on OpenAI, managed directly via the sqanit AI module.

“With the AI assistant, we are taking the next step. In the future, our customers will be able to simply 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 searchable. This keeps all answers consistent, up to date, and based on our validated content.”
Matthias Woiwode, Service und Digitalisierung, Asclepion Laser Technologies

Conclusion

The outcome is tangible: less effort, more speed, satisfied users. Tickets are created in seconds and cases are completed in an average of 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 highlights

Ready to digitize your service? Learn how you can reduce support times, activate self service, and delight customers with sqanit: Request a consultation now.