Changes in consumer trends, easy access to information prior to purchase and the immediacy of making a purchase, are affecting the way in which companies compete in the market. This is notorious as even industrial companies traditionally very product-centric are transforming into more customer-centric companies, with processes and organizations that are more personalized and aligned with this purpose.
The customer is essential for the development and progress of the company. Increasingly, it is necessary to know them well and detect their immediate and future needs in order to establish long-term and lasting relationships and thus become our partner.
The process of becoming a customer-centric company is a complex task that affects all areas of the organization and is a real strategic challenge. It involves not only better customer service and a better shopping experience, but a complete alignment of all the company's processes refocused on expanding the relationship.
Some of the essential processes for the successful implementation of a customer centric strategy are:
- creation of customer value, conceived as part of the company's strategy
- multi-channel integration covering all customer contact
- information management, which includes data collection and analysis functions
- performance evaluation
How Augmented Reality can help
In all these processes, augmented reality plays a very interesting role in enabling:
Customer integration
in the design phase to define the best solutions in the shortest possible time, shortening the time to market.
Securing communications
between customer-supplier multidisciplinary teams for technical consultations, follow-up meetings, approval processes, start-ups...
Registration and evidence
of all interactions with the customer, allowing a later review and keeping a history of the calls.
Augmented reality allows the necessary contacts with the client throughout the definition of the solution to be carried out in an agile manner, avoiding travel. These contacts can be either from the supplier's technical team to the customer's facilities, or from the customer to participate in a design and approval phase of the project at the supplier's facilities.
Travel entails expenses and an increase in the time of each process, lengthening the design and approval phases, the start-up or, more seriously, in the event of incidents, troubleshooting. In addition, COVID-19 has made ir more complicated for many companies.
Therefore, remote support with Augmented Reality has become a powerful tool in improving the relationship with our customers and is another step in the change of business models that use digitization as a tool for differentiation.
Travel entails expenses and an increase in the time of each process, lengthening the design and approval phases, the start-up or, more seriously, in the event of incidents, troubleshooting. In addition, COVID-19 has made ir more complicated for many companies.
Therefore, remote support with Augmented Reality has become a powerful tool in improving the relationship with our customers and is another step in the change of business models that use digitization as a tool for differentiation.
What improvements does Augmented Reality Software bring to the customer relationship?
Good communication is essential to work hand to hand with our customers.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 or advice.
Immediacy
With the addition of 4REMOTE to your system, you will be able to involve your customer in the whole process including their collaboration instantly, saving time and travel costs.
Traceability and Tracking
It allows recording sessions, as well as taking screenshots. Both options capture the image even if other functionalities are in use simultaneously, such as writing on the video or the digital pointer.
Accuracy of indications
Thanks to 4REMOTE functionalities such as digital pointer, video painting, remote zoom and flash, possibility to share documents, include another expert...collaboration with customers will be efficient and accurate.
Session scheduling
Ease of scheduling meetings with clients and third parties who would need to be present at the session.
Availability
By avoiding travel, the availability of the team's agenda is expanded.
Data analysis
The solution includes a Dashboard panel that allows you to analyze the use of the solution and find hot spots in our solutions detected by customers.
All these advantages enable companies to experience efficiency gains and cost savings. But they also mean that the supplier is seen as a partner capable of providing long-term service and meeting demanding expectations in terms of support and follow-up.
In which sectors is it being used
The solution has been successfully implemented in companies dedicated to themanufacturing of industrial machinery and the food sector..
Our solution is already in operation in companies that have decided to go for customer-centric strategies by improving the relationship with personalized services.
For example, with customized design processes included in the sales offer or with after-sales services by segments, adjusting to the needs and expectations of each customer segment.
Our solution is already in operation in companies that have decided to go for customer-centric strategies by improving the relationship with personalized services.
For example, with customized design processes included in the sales offer or with after-sales services by segments, adjusting to the needs and expectations of each customer segment.
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.
