.png)
Spirotech develops system water quality solutions for heating and cooling, including air and dirt separation, vacuum degassing and pressure maintenance. Based in the Netherlands, it brings over 70 years of technical experience. As its international operations grow, Spirotech is working with Chapter to share that expertise across service and sales teams, aiming for faster, more consistent customer support.
Bringing local expertise into a shared way of working
Spirotech's international businesses have developed their own routines, product experience and ways of supporting customers. That local knowledge is valuable. Making it accessible across the organisation is part of building a more consistent approach to service.
The knowledge is held in documents and in the experience of the people who work with customers. Spirotech wanted a way to bring those sources together and make them easier for colleagues to use.
One practical example sits within its Technical Expertise Center (TEC). Customer questions reach the team through sales colleagues. Specialists need details about the product and installation before they can advise, which can mean several exchanges before an answer is ready. Shortening that process would help customers get the guidance they need sooner.
Why Spirotech chose Chapter
Paul, Spirotech's Business Improvement and Development Manager, valued Chapter's understanding of HVAC and energy service workflows. Its focus on making individual expertise accessible across a business matched Spirotech's need to share knowledge between teams and countries.
When comparing Chapter with general-purpose AI tools, Paul highlighted the workflow for capturing knowledge. Questions can reveal where information is missing, experts add what is needed, and those contributions become available for future answers.
Testing with the people who answer the questions
Colleagues from the TEC, field service, sales and IT tested Chapter using Spirotech’s own documentation. The rollout began with the TEC, led from Helmond, and the field service team in Austria.
The field service team already recognised the value of making technical knowledge accessible to engineers. During testing, its lead identified concrete situations where technicians could consult Chapter on their phones for guidance, saving a call to headquarters.
The TEC feedback was particularly encouraging. Chapter's AI-native service knowledge base links answers to supporting sources, so colleagues can check the information they use when responding to a customer or working on an installation.
One tester estimated that Chapter could save around half the time he spent handling technical enquiries, through shorter clarification exchanges and less time composing answers for sales colleagues. This was an individual estimate from testing; the wider rollout will establish how it translates into daily work.
In Paul's own words
“If you consider any knowledge system and you are working in the energy environment, you should definitely go to Chapter, because they understand the workflow. They understand the processes.”
Capturing knowledge through everyday questions
Spirotech wants to preserve the technical expertise its people hold across the organisation and make it accessible to everyone who works with customers or supports those who do.
Chapter’s centralised knowledge system learns from the questions Spirotech’s teams ask every day. It helps them turn technical discussions with colleagues and customers into answers that, once validated, are immediately available to everyone using the system.
“When a customer asks a question we haven’t answered before, we can capture what our experts know. The next time it comes up, the answer is there for anyone who needs it.” - Paul, Spirotech
Today, Spirotech’s TEC and field service teams use Chapter. Spirotech wants to share what these teams learn across the customer journey, from customer service to sales and marketing, and with its innovations department.
Every technical question that comes up in a customer conversation is an opportunity to strengthen customer relationships, improve marketing communications and, ultimately, improve Spirotech’s products and services.
Making Chapter part of daily work
For Paul, successful adoption means the first users make Chapter their default place to look for an answer. The rollout therefore focuses on accessible knowledge and regular use, supported by reviews of real questions, answer quality and missing sources.
Spirotech wants support to feel effortless, with customers able to count on its teams at every stage. That means getting a reliable answer quickly and, above all, getting consistent guidance whichever Spirotech team they speak to.
“As our value chain grows more complex, giving customers reliable answers quickly is just as important as the products and services we provide. Knowing they can count on us for those answers is an essential part of the customer journey.” - Paul, Spirotech
Time spent handling enquiries, feedback from users and customer satisfaction will help Spirotech assess the value as use expands.
The immediate priority is to make Chapter a habit for the first teams, capture what they learn and assess how that changes the support customers receive.
