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