Endress+Hauser deploys Visual Support to provide remote assistance to maintenance personnel
Exceptional situations call for exceptional measures: that's 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 assistance, and were enthusiastic about the service possibilities offered by this Endress+Hauser innovation.
Endress+Hauser has been contributing to the development of digitalization for many years, both in products and services, with strong interaction towards customers and in external and internal collaboration. During the coronavirus crisis, the development of digital platforms and offerings has now proved its worth for customers and society alike. "We can bridge the physical distance imposed on us by the coronavirus through digital and emotional proximity," says 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 on-site intervention by external service providers impossible. In order to carry out scheduled or urgent service operations in a timely and compliant manner, Endress+Hauser has activated its latest innovation in this field, Visual Support, from the pilot project phase to worldwide deployment.
Endress+Hauser's Service department has been using solutions from a cloud platform based on Salesforce (a customer relationship management tool) for some time now, and the Salesforce service cloud module offers a completely 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 availability and guaranteed response times from Endress+Hauser's global network of technical experts.
250 remote service calls
The use of this technology for remote support enables 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 service operations.
The service was made available to customers free of charge for ten weeks. During this period, more than 250 Visual Support sessions were held worldwide. "We received a lot of positive feedback from customers," says Franck Perrin, head of the Endress+Hauser Group's service organization. "This new form of support has generated enthusiasm among customers, who have seen the time- and cost-saving opportunities offered by Visual Support."
Visit the dedicated page on the Endress+Hauser website: https://link.editocom.com/JhY