Instrumentation company Endress+Hauser has released the visual support service application ahead of schedule during the coronavirus crisis
Matthias Altendorf, CEO of Endress+Hauser Group, said, “We can bridge the physical distance forced upon us by the coronavirus through digital and emotional proximity.”
In order to carry out critical service work related to instrumentation in a timely and appropriate manner, Endress+Hauser has taken the visual support from the pilot project phase to global rollout.
For some time the Endress+Hauser service organisation has been making use of the possibilities of a cloud-based platform based on the Salesforce customer relationship management system. The Salesforce Service Cloud module allows completely new ways to serve client base.
The firm has now integrated visual support into its support services portfolio, providing customers with access to in-depth technology and product knowledge, including the guaranteed availability and response time from the global technical expert network of Endress+Hauser.
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, the firm’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.
Endress+Hauser’s technical support team supports customers with their service tasks via remote access in a reliable and flexible manner, using live video transmission and screen casting.