Endress + Hauser deployed Visual Support to remotely support maintenance personnel
Exceptional situations, exceptional measures: this is why Endress + Hauser immediately made the Visual Support service application available to customers during the coronavirus crisis. During the peak of the pandemic, our customers were able to benefit from free remote video and audio support and were enthusiastic about the service possibilities offered by this Endress + Hauser innovation.
Endress + Hauser has been contributing to the development of digitization for years, both in products and services, with strong customer interaction and external and internal collaboration. During the coronavirus crisis, the development of digital platforms and offers has now proven its worth for customers and for society "We can bridge the physical distance imposed on us by the coronavirus through digital and emotional proximity", declares Matthias Altendorf, CEO of the Endress + Hauser group.
Our service uses a digital platform
This also applies to the service sector. In recent weeks, travel restrictions and barrier protection measures due to the coronavirus pandemic have often made it impossible to intervene on-site by external service providers. In order to perform scheduled or urgent service operations on time and in a compliant manner, Endress + Hauser has activated its latest innovation in this area, Visual Support, from the pilot phase to global deployment.
Endress + Hauser's Service has for some time been using solutions from a cloud platform based on Salesforce (customer relationship management tool). The Salesforce Service Cloud Module offers a whole new approach to customer service.
Endress + Hauser has now integrated Visual Support into its support services activities, giving customers access to an in-depth product knowledge base, guaranteed telephone reception availability and guaranteed network response time. Global Technical Expertise Endress + Hauser.
250 remote service calls
The use of this technology for remote support allows video and audio assistance for diagnostics and troubleshooting, commissioning and maintenance of devices installed on site. Using live video transmission and videography, Endress + Hauser's technical support team can work remotely almost as if they were on site, helping customers reliably and flexibly with their operations. service.
The service was made available free of charge to customers for ten weeks. During this period, more than 250 Visual Support sessions were conducted around the world. “We have received a lot of positive feedback from customers,” says Franck Perrin, head of the Endress + Hauser group service organization. "This new form of support has sparked enthusiasm among customers, who saw the opportunities for saving time and money that Visual Support offers."
Visit the dedicated page on the Endress + Hauser website: https://link.editocom.com/JhY