The Challenge
Xylem, a global leader in water technology, manages millions of assets across 150+ countries. With:
Thousands of new and updated manuals each year
An aging workforce and retiring experts
A growing reliance on mobile self-service
Engineers and customers struggled to find critical, asset-specific information quickly. Traditional support channels were overloaded, and downtime was costly.
The Solution: InSkill AI Copilots
Xylem partnered with InSkill to create an intuitive copilot experience that puts the right knowledge in the hands of every engineer, instantly.
Single source of truth for product manuals, service videos, CAD drawings, and troubleshooting guides
Natural language access to asset-specific instructions (e.g., “What’s the part number for the pump impeller?”)
Simple onboarding for 2,000 engineers activated in just a few clicks with QR code access
Seamless integration into existing field service processes
Measurable Results
50% reduction in calls to technical support
Faster troubleshooting & shorter fix times
Higher customer satisfaction and equipment uptime
Rich analytics for training, R&D, and product improvements
Expert Endorsement
“We have 2,000 users on InSkill. Whilst we still evaluate other solutions, I don’t know of any company that offers such a wide portfolio with easy-to-use features.”
Mike W. Otten
Head of Digital Growth Strategies, Xylem
