Frauscher engineers participating in Westermo’s Certified Engineer courses

How Frauscher US collaborated with Westermo to support their customers

It all began with a familiar challenge in the rail industry. Frauscher Sensor Technology, known for providing the world's most reliable train detection and wayside object control solutions, realized their customers were frequently caught in the middle of networking issues during testing and commissioning phases. Too often, the blame for these problems was directed at the product before the actual network configurations had been investigated. Frauscher aimed to further build on its legacy of excellent service by assisting customers in these situations, even if the problem wasn’t directly tied to its products.

The knowledge gap

While Frauscher’s products are world-class, the knowledge and expertise of its engineers didn’t necessarily extend to the networking systems many of their customers were designing. When network faults would arise, troubleshooting those faults would fall outside of Frauscher’s range of deliverables. To better assist their customers and extend the scope of the best-in-class service Frauscher is known for, they knew action was needed. A persistent issue for its engineers was that many of the networks encountered relied on Westermo technology, of which they had little experience.

Frauscher is a business that thrives on innovation and customer satisfaction. Instead of accepting the status quo, they took a bold step. They heard from their European colleagues of the positive experience they had with Westermo Academy and discovered it was exactly what they required to solve the knowledge challenge. Westermo Academy provided a solution that would empower their entire team to bridge the gap.

A tailored solution: Delivering beyond expectations

Westermo approached Frauscher’s challenge not as simply a product training opportunity, but as a chance to deliver a tailored solution. We understood Frauscher not only needed strong working knowledge of Westermo’s hardware, but also a deep, practical understanding of its networking systems, troubleshooting techniques and configuration best practices.

Frauscher’s initiative to learn more led them to speak with Westermo US, where we established Frauscher’s requirements and offered the Certified WeOS: Switching and Routing course. Although our courses are standardized globally, they are also flexible to fit the requirements of any industrial company's needs.

Over several sessions, their engineers participated in Westermo’s Certified Engineer courses and successfully completed the program. Our training is not just theoretical but also offers a hands-on approach and immersive experience designed to simulate real-world scenarios their customers face day to day.

Despite the lack of field experience with Westermo products, the quality of this training program allowed Frauscher’s engineers to quickly adapt, learning how to identify network issues, fine-tune configurations, and provide actionable guidance to their customers. This wasn’t just product training, but rather a transformation.

The outcome: A team empowered

Armed with their newfound expertise, Frauscher US emerged more confident and capable to support their customers in determining a solution when network difficulties occur. Today, they offer customers proactive support, swiftly diagnosing and addressing network issues to ensure smoother project rollouts.

The results have been profound. Frauscher’s ability to provide practical and informed advice has not only reduced downtime and challenges for their customers, but also solidified their reputation as a reliable and forward-thinking partner. By investing in Westermo Academy, Frauscher was able to bridge the knowledge gap and take a giant leap forward in delivering exceptional customer service.

A testimonial of success

“Westermo Academy has been a game-changer for us. It has enabled our team to better understand network configurations and provide more effective support for our customers. This training has not only improved our service quality but also strengthened our relationships with our partners.”

William Rich, Senior Application Engineer, Frauscher Sensor Technology

A partnership built on understanding

At Westermo, we pride ourselves on being more than a product supplier. We are a solution provider, committed to understanding our customers’ challenges and going above and beyond to deliver results. For Frauscher, this meant transforming their team’s capabilities to better serve their own customers.

Together we understand that collaboration enables customers to not only have knowledge, but also the understanding of how to best apply it. We believe this is the key to defining and enabling success in the rail industry.