Digital Service Offering Proves Its Worth In The Coronavirus Crisis
Endress+Hauser has launched Visual Support to assist maintenance personnel remotely
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 digitisation 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 organisation uses digital platform
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 organisation 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 organisation. “They are enthusiastic about this new form of support and have experienced how Visual Support can save time and money.”
Endress+Hauser UK
- +44 161 286 5000
- info@uk.endress.com
- https://www.uk.endress.com
- Floats Road Manchester M23 9NF GB
About us
A strong partner worldwide
Endress+Hauser is a global leader in measurement instrumentation, services and solutions for industrial process engineering. We provide process solutions for flow, level, pressure, analytics, temperature, recording and digital communications, optimising processes in terms of economic efficiency, safety and environmental impact. Our customers come from various industries, including chemical, food & beverage, life sciences, power & energy, primaries & metal, oil & gas and water & wastewater.
Benefits
- Net sales of 2.4 billion euros – a strong partner
- More than 13,900 employees worldwide – a reliable employer
- Equity ratio of 71% – solidly financed
- Continuous annual investments of approximately 160 million euros – future-oriented
- Nearly 7,800 patents and patent applications – innovative and creative
Where we supply to
UK Ireland, Europe, Africa, Asia, Australia, South America, North America
Industries we supply to
Automation, Chemicals, Consultants, Components Electronics, Energy and Power, Food and Beverage, Glass Ceramics Cement, Metals and Minerals, OEM, Paper and Pulp, Pharmaceutical Cosmetics Toiletries, Plastics and Rubber, Recycling, Textiles, Tobacco, Water and Wastewater
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