Rinstrum's customer service gains speed

ARM Hub has helped Rinstrum turn product knowledge into a practical AI tool for technicians, giving them faster access to answers across manuals and datasheets. The result is less time spent hunting through documents and more time helping customers with complex weighing equipment.

Rinstrum is a privately owned weighing solutions company with roots back to 1992, when it launched its first generation indicators in Australia, and it has since grown into a global business with operations across Australia, Europe, Asia Pacific and the Americas.

In ARM Hub's work with Rinstrum, the focus has been on making technical information easier to use for staff on the front line. The system uses Rinstrum's own product documents so technicians can ask questions and get guidance without searching through files manually. That means quicker support for customers, especially when the answer is detailed and depends on the right document being found quickly.

The tool also comes with advanced image and table processing, making it highly useful for labelled images and instruments. It understands complex tables, mapping features with models. This sets it apart from other out-of-the-box solutions in the market.

For Rinstrum's technicians, that shift is practical and immediate. Instead of putting a customer on hold to hunt through a manual, they get an answer in the time it takes to type a question. The knowledge was always there, now it is just easier to reach.

Some of the products are fairly complex, and not all the technicians know all the product details. What this does is put the answers at their fingertips, rather than 'give me a minute, I'll get back to you'.
Charlotte Birkinshaw, Mechatronics Engineer, ARM Hub

The system is currently in final testing, with Rinstrum planning to roll it out to technicians shortly to gather real-world feedback and continue refining the tool.