Truno Retail: Turning an AI Knowledge Center into Daily Workflow

Chanchal took on Truno Retail as it moved service knowledge from manual Microsoft workflows into a centralized AI system. The executive vision was clear, while the support and service users needed time and practical guidance to make the new workflow part of their day.

He established a six-month adoption program built around recurring workshops, weekly end-to-end testing, usage reviews, and direct feedback from the people doing the work. He treated enablement as part of implementation, helping users understand how the system could shorten document searches and make product knowledge available across devices.

The initial request centered on storing manuals and service documents. Chanchal expanded the discovery to the field workflow and identified additional needs: recognizing equipment by barcode, checking parts through part numbers, and retrieving troubleshooting guidance from error codes.

He translated those needs into a broader solution with Product and Engineering. The team added a barcode scanner, a parts checker, troubleshooting retrieval, and connections to Truno's call board and eAutomate environment.

Chanchal also helped initiate the external API work with eAutomate, extending the implementation into a legacy service platform. At the half-year business review, the team could show a 37% return of users' time, supported by adoption and engagement data.