Global Technical Support Portal

A 24/7 support portal for Bruker customers and employees on 6 continents, designed, built, hosted and maintained by KMG for more than 15 years.

The challenge

Bruker sells scientific instruments worldwide, and its customers need help at any hour, in any region. Technical documentation, software downloads, training and certifications were needed in one place, available around the clock. Account managers also needed a faster way to create and renew service agreements for customers in different countries and currencies.

Our solution

KMG designed and built BrukerSupport.com, a secure web portal that gives customers and employees 24/7 access to:

• Technical documentation and FAQs
• Software downloads
• Training resources and certifications
• Product information

We then added a service agreement tool that lets account managers create and process service agreements and renewals. It's controlled by region, so pricing converts automatically to the local currency. Later we extended it with multi-year service agreements billed annually.

The result

BrukerSupport.com is KMG's highest-traffic intranet/extranet, serving Bruker offices and customers on 6 continents. KMG has continued to host, support and extend it for more than 15 years, adding features as Bruker's support business has grown.