How AAproTec expands without compromise
AAproTec, a specialist in industrial door solutions and services, partnered with Rappit to deploy an intelligent AI Knowledge Agent, serving as an on-demand, virtual Field Service Assistant. Powered by Google Gemini on Vertex AI and Rappit’s adaptable agent framework, the solution equips 50 field technicians with instant, expert-level knowledge; enabling 40% faster resolution times, higher first-time fix rates, 60% faster onboarding, reduced from months to weeks, and the confidence to scale.
Their challenges
- Technician scarcity threatened growth ambitions: AAproTec’s biggest blocker to national expansion wasn’t customer demand, it was the ability to find, onboard, and retain skilled technicians fast enough to meet it. With a steep learning curve across thousands of door models, speeding up technician onboarding and confidence from day one became a strategic priority.
- 70% third-party assets created unpredictable complexity: Only 30% of AAproTec’s 25,000 assets were installed by them. 70% were third-party doors spanning countless manufacturers, models, and configurations. Those knowledge gaps led to downtime, delays, and costly repeat visits.
- Critical expertise couldn’t scale with the team: Hard-won diagnostic knowledge lived with individual senior technicians. When they weren’t available, less experienced colleagues had no reliable way to access that expertise, creating inconsistent service quality and an over-reliance on a handful of senior technicians.
- First-time resolution wasn’t optional for customers: For AAproTec’s commercial and industrial customers, a malfunctioning door didn’t just cause inconvenience, it disrupted operations. Diagnosing and resolving issues on the first visit, across thousands of different door models, was non-negotiable.
Our solutions
- AI-powered virtual Field Service Assistant: AAproTec partnered with Rappit to deploy DORA, an intelligent AI Knowledge Agent, transforming technical manuals and institutional knowledge into instant, expert-level guidance for every technician in the field.
- Mobile app for frontline workers: Giving every technician frictionless, on-demand mobile access to DORA, with the right answers in their hands without a single call, search, or delay.
- Conversational AI interface: Technicians interact with DORA through natural conversation, getting precise, step-by-step guidance from technical service documentation and real-time data, even on unfamiliar third-party doors.
- Dynamic knowledge base: When an expert finds a new fix, they add it once and DORA makes it immediately available to all technicians; continuously expanding the collective knowledge of the entire team.
Results
40% faster resolutions
Real‑time, step‑by‑step guidance means technicians resolve issues faster, freeing capacity and boosting customer equipment uptime.
Higher first‑time fix rates
Technicians arrive with the right answers at their fingertips, resolving issues on the first visit and eliminating costly repeat calls.
Happier customers
Faster, more reliable service strengthening customer relationships across AAproTec’s growing service base.
60% faster onboarding
New technicians become productive in weeks; accelerating AAproTec’s ability to scale its teams nationally.
Foundation for scalable growth
With DORA, every new technician resolves issues independently from day one, powering AAproTec’s national expansion, without compromising service quality.
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Technologies used
Knowledge
Agent
Tailored to AAproTec’s field service workflows
Google
Cloud AI
Secure, scalable generative AI for document‑grounded answers
Google Cloud
services
To manage manuals and service data
RAG
pipeline
OCR, semantic chunking, and vector search for reliable, real-time guidance
AAproTec
AAproTec is a specialist in industrial and automatic doors, serving commercial and industrial customers across the Netherlands from five locations. With more than 70 employees and 50 field technicians, the company installs roughly 1,000 doors each year and maintains about 25,000 assets.
AAproTec delivers deep multi‑brand expertise and reliable service, from managing a large base of third-party doors from many manufacturers, in even the most complex environments. As the company expands beyond its South West roots to national coverage, it remains focused on safety, uptime, and fast, dependable support for its customers.