Endress+Hauser has launched Visual Support to assist maintenance personnel remotely

Digital service offering: Endress+Hauser Visual Support helps customers remotely with service tasks
© Endress+Hauser

Digital service offering: Endress+Hauser Visual Support helps customers remotely with service tasks
© Endress+Hauser
Extraordinary times require extraordinary measures: For this reason, Endress+Hauser has released the Visual Support service application ahead of schedule during the coronavirus crisis. In the acute phase of the pandemic, customers were able to take advantage of the remote audiovisual support free of charge – and were enthusiastic about the possibilities of this innovation in the Endress+Hauser service portfolio.

Endress+Hauser has been driving digitization forward for years – in the product and service area, in customer interaction and in external and internal collaboration. In the coronavirus crisis, the development of powerful digital platforms and offerings has now proven its worth for customers and the company. “We can bridge the physical distance forced upon us by the coronavirus through digital and emotional proximity,” says Matthias Altendorf, CEO of the Endress+Hauser Group.

 

Service organization uses digital platform

With the help of live video transmission and screen casting, Endress+Hauser’s technical support team supports customers in a reliable and flexible manner with their service tasks via remote access
© Endress+Hauser

With the help of live video transmission and screen casting, Endress+Hauser’s technical support team supports customers in a reliable and flexible manner with their service tasks via remote access
© Endress+Hauser
This also applies to the service area. Travel restrictions and protective measures due to the coronavirus pandemic have made it impossible to use external service providers in many cases in recent weeks. In order to carry out critical service work related to instrumentation in a timely and appropriate manner, Endress+Hauser has taken the latest innovation in this area, Visual Support, from the pilot project phase to global rollout.

The Endress+Hauser service organization has been using the possibilities of a cloud-based platform based on the Salesforce customer relationship management system for some time. The Salesforce Service Cloud module enables completely new ways of serving the customer base. Now Endress+Hauser has integrated Visual Support into its support services portfolio, giving customers access to in-depth technology and product knowledge, including the guaranteed availability and response time from Endress+Hauser’s global network of technical experts.

 

250 service calls from a distance

The use of this technology for remote support enables audio-visual support for diagnosis and troubleshooting, commissioning and regular maintenance of field devices. With the help of live video transmission and screen casting, Endress+Hauser’s technical support team can work almost as if they were on site, helping customers in a reliable and flexible manner with their service tasks via remote access.

For ten weeks the service was free of charge for customers. During this time, more than 250 Visual Support sessions were conducted worldwide. “Customers have given us a lot of positive feedback,” says Franck Perrin, who heads the Endress+Hauser Group’s service organization. “They are enthusiastic about this new form of support and have experienced how Visual Support can save time and money.”

www.endress.com

Related articles:

2018-06

Endress+Hauser strengthens its position in Portugal

To improve customer support for the Portuguese market, Endress+Hauser has invested 800?000 € in the construction of a sales office building near the capital city of Lisbon. The Group has been...

more
2014-11 COMPANY NEWS

Endress+Hauser inaugurates new ­Customer Center

Endress+Hauser inaugurates a new 80?000 square feet state-of-the-art Customer Center in Greenwood/Indiana (Fig. 1). This 16 million US$ investment in infrastructure helps to optimize customer support...

more
2016-07-08

Endress+Hauser completes takeover of Analytik Jena

Swiss measurement and automation engineering specialist Endress+Hauser has completed the takeover of German analytical instrumentation provider Analytik Jena (Fig.). The remaining minority shares of...

more
2013-01-02

Endress+Hauser strengthen their position in Indonesia

About two decades after their entry into the market, Endress+Hauser have become established in Indonesia as a supplier of high-quality measuring equipment and automation solutions. In order to further...

more
2015-05

Joint sales and service activities restructured

The Endress+Hauser Group and Metso Automation Inc. are to restructure their sales and service activities in Switzerland and Finland with effect from 1 July 2015. Both groups of companies will demerge...

more