New online service portal expands support for Endress+Hauser customers

With Endress+Hauser’s new online service portal, customers can access remote support 24/7, with features such as a live video hookup with a company service expert as well as access to a growing knowledge database they can use to troubleshoot issues.

Endress+Hauser Canada Ltd. has always gone the extra mile to provide exemplary customer service – and now, the company has boosted its support capabilities by launching a new online service portal. With this tool, clients now have online access to resources and tools, 24 hours a day, seven days a week, to perform self-service functions and manage their service and support cases. The portal represents a superior digital experience for every customer.

Support expert for every case

Support is now quicker, easier, and available online at any time, with every registered case handled by its own support expert. If a case is interrupted by an incident or unexpected downtime, it will receive the same urgency as one reported over the phone. The portal is intended as an additional support channel, rather than a substitute for telephone support or for onsite service when the latter is considered necessary.

Among the key features of this online service portal are the opportunities for users to do the following:

• log in easily, to open a support case and monitor its history or status;
• resolve issues by working with an Endress+Hauser technical-support expert through a live feed;
• describe the issues and get a documented solution in return; and
• have 24/7 access to an increasing number of Endress+Hauser articles, written to help customers to address issues or to implement predictive-maintenance practices for specific devices or measurement technologies.

The database of knowledge and extensive service expertise from actual support cases are another notable advantage of this online service portal. There are also articles on diagnostics and troubleshooting, as well as product and application know-how, including service operations.

To view a potential solution to an issue, the user merely has to log in, describe the problem, and access the database. These digital features and benefits will help to optimize instrumentation performance over the full product life cycle, reduce downtime substantially, and minimize required maintenance.

The Field Xpert PC tablet for device configuration is the tool that Endress+Hauser recommends for safe connection to its technical-support team. This includes live video transmission and screen sharing.

To learn more, contact Endress+Hauser.

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