This is why you need an app for Global Customer Service

This is why you need an app for Global Customer Service

Modern remote service uses the possibilities of digitalisation. The increasing networking of hardware components, software and the human factor is suitable for significantly increasing system availability for the user. At the same time, more efficiency in the processing of faults ensures lower internal costs.

The key to these potentials lies in communication. On the one hand, you as a service provider should integrate your customers as seamlessly as possible into the process and provide them with important updates. Because hardly in any other case is transparency as decisive for customer satisfaction as in the case of service. On the other hand, quick problem resolution requires smooth internal processes. In this article, we show why an integrated communication solution is indispensable for successful remote service.

Communication is the critical factor in remote service

Remote maintenance is not a new concept. The idea: if a malfunction occurs at the customer's machine, experts can analyse the problem remotely in real time and look for solutions. To do this, they need access to information from various sources. This includes details of the malfunction, technical documentation or the maintenance history. So it is not only the internal service team that is involved. The customer must also be integrated into the information flow. He provides the input for the search for the cause and should feel well informed about the progress at the same time. The best way to do this is via an app that runs on tablet and smartphone.

In 2016, Staufen AG, a leading consulting company in the field of lean management, conducted a study on lean service in mechanical and plant engineering. Here, a majority of the machine builders surveyed saw themselves in the transition from manufacturer to provider of integrated products and services. For the transformation, the decision-makers wanted to focus primarily on these points in the service:

- Improve process and response speed
- Increase customer loyalty
- Expand service offering

Three years later, machine builders actually have more networked products and services on the market than the automotive and electrical industries. But only 30 percent are satisfied with profitability. A lack of communication structures ensures that the potential remains untapped(Industry 4.0 Index 2019, Staufen AG).

4 Advantages of a remote service platform

Especially the system-side basis for a successful remote service is not yet established in many companies. These advantages of an app for remote service show that there is a need for action.

Bringing communication together in one place

In the event of a malfunction, things have to happen quickly. Flexibility is what counts here. A communication solution brings together the exchange of information via the most diverse media in one place. For example, it can display documents, video calls or voice messages in the form of a chat history. New team members can also use it to find out about progress. At the same time, the app provides the customer with status updates.

More security through access control

When service is required, systems and people exchange sensitive data. A communication platform can bundle the data exchange at a central point. It ensures more data protection through a protected connection. At the same time, rights management restricts access to the relevant group of people. Here, the team can also implement a deputy regulation.

Creating the basis for automation

Past solutions to problems contain valuable knowledge. To make it usable, software must collect the data in a structured way. Artificial intelligence can derive solution suggestions for future tasks via the correlation between the error pattern and the solution. The analysis of the fault history also allows further conclusions to be drawn. Patterns can often be recognised between faults and consequential damage. This allows you to preventively replace affected components and thus optimise system availability and service costs.

Increased customer integration

A structured exchange of information should begin with the posting of the service ticket. Regardless of whether the customer submits the fault manually to the platform or whether the machine does so: from this point on, the contact persons want to be kept up to date. Responsiveness is an important key to high service quality.

Conclusion: Increase efficiency and customer satisfaction

With a Remote Service or Global Customer Service app, you can take your business to the next level. More intensive customer retention can be combined with internal efficiency goals. Structured communication provides the basis for improving existing service products and developing new ones. Read more in our Global Customer Service success story from Dieffenbacher

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