Improving customer experience, the great challenge for Field Service
One of the great challenges of maintenance and customer service with mobile teams, also called Field Service, is to optimize their work to offer the best customer experience. Field Service teams are a great value generator or the company, because their work takes place in one of the moments of truth in the purchase and loyalty process between supplier and customer.
When these teams interact with the customer, especially in the case of repairs, their work must maximize their level of satisfaction because these are moments that the customer considers critical. The experience with the service received will influence the decision to maintain the relationship with the supplier and recommend it to other potential customers, therefore, the Field Service department has a strategic role in customer retention and new market acquisition.
In the field service activity, 65% of the requests require a visit from a technician and 26% of them require a second visit.
Two of the critical variables that maximize the customer experience in the Field Service relationship are response time and adequate customer awareness.
New technologies play a big role in improving the level of service and help the connected field technician to perform his job efficiently, safely and with assistance, for an optimal experience.
he Augmented Reality, facilitates the work of the displaced teams, allowing the communication with the best experts located in any geographical location, to be efficient and accurate to respond to the customer in the shortest possible time.
How to resolve an incident with Augmented Reality software
4REMOTE is the solution that allows communication between different people located at any geographical point, sharing video and audio in real time and with multiple functionalities that, thanks to Augmented Reality, favor interaction and remote support.
To understand how 4REMOTE can help improve the Field Service customer experience, let's say a technician has to resolve a machine issue in the field and needs the help of an expert to resolve it in the shortest amount of time.
1. When expert support is required, the technician, through the solution, initiates the call to communicate with an expert located anywhere in the world.
2. As soon as the call is initiated, the technician shares in real time video and audio through his device (mobile, tablet, smart glasses...) allowing the expert to see the live broadcast. The expert, who can also share his image, can remotely activate Zoom or Light to ensure a good view.
3. The expert can give instructions to the technician by drawing on the video, using the laser pointer or adding text to ensure that the technician receives precise instructions. In addition, he can share real-time documentation on which he can also give directions.
4. If necessary, they could add more participants to the call, who would also have access to the 4REMOTE tools and could give the necessary indications.
Other important features of 4REMOTE for incident resolution are real-time translation (very useful in international environments) and the connection to slave cameras in case you need to focus on a point of difficult access or risk for the technician.
In which sectors is it being used
The solution is successfully implemented in companies in various industrial sectors, such as the food industry, the automotive sector or the energy sector.
Our solution is deployed in more than 50 countries around the world and allows daily connection between field technicians and experts located in any location for a faster and more efficient intervention and therefore a better customer experience.
4REMOTE in full
4REMOTE is part of the overall solution 4INDUSTRY that integrates and orchestrates the physical, logical and human elements of the industrial enterprise by making available to employees and managers the information needed to increase efficiency and productivity, thanks to Wearables, IoT and Augmented Reality technologies.