Endress+Hauser continues to assist maintenance staff with Visual Support

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.

During the COVID-19 pandemic, businesses have had to resort to unusual measures to stay operative. Endress+Hauser Canada Ltd. has responded to the crisis partly by releasing its new Visual Support app earlier than planned – and the digital service is proving its value by assisting the company’s maintenance staff remotely.

This service application allows Endress+Hauser customers to enable convenient service calls from a distance and get things fixed right away.

Plenty of positive feedback

Customers have been enthusiastic about the possibilities of Visual Support. For ten weeks, Endress+Hauser received more than 250 remote calls around the world, as well as plenty of positive feedback about how this solution saves time and money.

The app enables audiovisual remote support for diagnosis, troubleshooting, commissioning, and regular maintenance of field devices. The Endress+Hauser technical-support team uses live video transmission and screen casting to work with customers virtually as if they were all on the same site, helping clients in a reliable and flexible way with service tasks available remotely.

By integrating the platform into its support-services portfolio, the company gives customers access to in-depth technology and product knowledge – such as the guaranteed availability and response time from its global network of technical experts.

Endress+Hauser has been pursuing digitization in products, services, customer interaction, and external and internal collaboration for years. The Coronavirus pandemic has made powerful digital platforms a must for both the company and its clients. The company’s service department has already been experimenting with using a cloud-based platform based on the Salesforce customer-relationship management system for a while. The Salesforce Service Cloud module allows new methods of serving clients with issues.

Visual Support helps both technicians and customers bridge the physical distance through digital and emotional proximity. Due to travel restrictions and protective measures, the company has not been able to use external service providers in many service cases. So Endress+Hauser has accelerated from the pilot project for this app to global rollout, in order to carry out important service work on instrumentation in a timely, appropriate way.

With technological innovation, Endress+Hauser maintains top service.

To learn more, contact Endress+Hauser.

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