Customer Listening Leads LUKAS to Its Most Successful Product Launch in 20 Years
Rescuers around the world trust LUKAS ®rescue tools to help them save lives in demanding conditions. So when the teamdeveloped its next generation of battery-powered rescue tools, it went straightto the people who use them in the field.
That Voiceof the Customer (VOC) feedback led to an unexpected conclusion: the handleneeded a redesign.
Based inErlangen, Germany, LUKAS is part of IDEX Fire & Safety and serves fire andrescue teams across Europe, Asia and other global markets. Its new E4TM battery-powered rescue tool seriesdebuted last month at Interschutz 2026, the world’s largest fire and rescuetrade show, and delivered the company’s strongest initial new series launch intwo decades.
"Wereally started from scratch and asked customers and dealers, 'What do you likeabout the tools? What don't you like?'" Daniel Engelhardt, ProductManager at LUKAS said. "The big issues customers saw with E3, we tried tomake better with E4."
The Handle Becomes the Breakthrough
For morethan 25 years, LUKAS used a similar aluminum handle design. Few inside thecompany saw it as an area for innovation. That’s until rescuers asked forgreater durability, better ergonomics and improved insulation around modernelectric vehicles.
The teamresponded with a high-strength composite handle that improves insulation,resists damage and provides 360-degree protection around the tool. Engelhardtsaid it has become one of the E4 rescue tools’ most talked-about feature.
Customer Insights Lead to Patented Innovations
Customerinput also shaped two patent-pending safety and usability features, Engelhardt’sfirst patents.
One pendingpatent covers a warning system that monitors cutter blade angle and alertsoperators when blades begin to twist under extreme force, avoiding dangerousoperating conditions.
The secondinnovation uses LED indicators on the tool’s dashboard to show how muchoperating capacity remains while rescuers use spreaders and rams. In the past,operators often had no clear indication of how much opening distance orremaining stroke was available.
"Thefeedback from customers was, 'This is brilliant. This is exactly what helps usin our daily life,'" he said. "That's what makes me happiest becauseit's exactly what we're working for, making life easier and safer forfirefighters."
LUKASpioneered battery-powered rescue tools in 2010, helping move the industry beyondhydraulic hoses and external power units. E4 rescue tools mark the fourthgeneration of that work.
Changed Marketing Focus
E4 rescuetools are more than a new handle or a single feature. The series includescutters, spreaders, rams and combi tools built on a shared platform withreal-time dashboard feedback, integrated lighting, connected tool monitoringand on-tool charging, all designed to give rescue crews more control,visibility and confidence under pressure.
While thefeatures are industry leading, from a marketing perspective, the team shiftedthe focus for the E4 rescue tool campaign.
Ratherthan highlighting our innovative rescue tools themselves, the team centered thecampaign on the firefighters and communities they serve, emphasizing how E4 rescuetool solutions help rescuers perform their jobs more effectively in the field.This approach allowed the team to address the growing industry trend ofcommunity building and customer-centric storytelling.
“The campaign was very well received, and the positive feedback confirmed that this change in perspective resonated strongly with our audience,” LUKAS Director of Marketing said.
