REMOTE SUPPORT

Interactive video support from afar

With the use of modern technologies, expertise is brought to where it is needed: on site at your customer’s premise. With interactive video conferencing, complex problems on machinery can be solved in a personal conversation, even if the technician is hundreds of kilometers away. This accelerates reaction and solution times and reduces travel costs.

COLLABORATIVE PLATFORM

Optimal support wherever it’s needed

With Remote Support, service technicians, customers and experts communicate with each other more efficiently.  Image and video transmission with various augmented reality functions makes it easier to highlight and mark individual areas, display texts and send documents, in order to quickly complete the task together.

Screenshot Remote Support

DIGITAL WORKPLACE

Overcoming distance

Instead of long travel and waiting periods, problems with machinery are simply analyzed virtually and in real time. This enables experts to personally support and assist their colleagues in the field around the globe. More orders are completed faster and travel costs are also reduced.

SERVICE VIA REMOTE MAINTENANCE

Virtual collaboration

Video and voice transmission, specially developed for customer service, and complementary augmented reality functions facilitate intuitive communication, avoid misunderstandings and support high productivity. Compared to conventional messenger services, the professional application inspires customers with stable data transmission, various transmission types and numerous functions.

USE CASES

A single call – thousands of possibilities

The Remote Support functionalities are as varied as the application scenarios and form the basis for digitalization of your customer service. Interactive communication delivers speed and flexibility – no matter whether colleagues help each other, customers are guided through troubleshooting or in optimally preparing service calls.

FIELD SERVICE

Identify solutions in advance

Support your technicians in the field. Identifying problems and solutions in personal conversations with experts reduces the time required for difficult service assignments and increases sales potential.

HOTLINE

Prepare service calls

Obtain a detailed picture of the situation prior to a service call. In addition to the required spare parts and tools, utilize it to prepare service calls precisely and optimize route planning.

CUSTOMER SERVICE

Enable instant support

Even if technicians are not on site, utilize remote maintenance to support and instruct customers in solving problems independently. This reduces dependency on assignment times and decreases travel costs.

CONNECTION TO KNOWLEDGE DATABASE

Reuse of results

To ensure that knowledge is not lost after a call, all results are documented, processed and stored in the central knowledge database in Empolis Service Express. Resolved service cases thus serve as a basis for resolving similar cases faster. Reuse increases efficiency in customer service and reduces service costs.

FREE TRIAL

Get started now

Are you ready to revolutionize your service organization digitally with visual support? Contact us to arrange for your demo.