In the ever-evolving landscape of customer service, adaptability is key. While remote service support has been in practice for some time, it took a giant leap forward between 2020 and 2022 due to the unprecedented circumstances brought about by the COVID-19 pandemic. Travel restrictions and social distancing measures made remote support not just a viable option but often the preferred one. In this blog, we explore the art of remote service support and how it has become an essential tool in serving our customers effectively.
Before the pandemic, providing remote service support from DACTEC was an established practice in various industries, e.g., electronic and pharmaceutical. Whether it was assisting customers over the phone, through email, or by supplying necessary parts, it was a cost-effective and efficient means of addressing issues.
In the electronics industry, in particular, customers welcomed remote support because it not only saved them money but also provided valuable insights into how their machines operated, enabling them to tackle simpler issues themselves.
In the pharmaceutical industry, minimizing downtime is critical. However, there are instances where in-house personnel lack the confidence to address problems remotely. Yet, when critical equipment is down, it’s amazing what can be accomplished with the right guidance and support.
Our approach to remote service support typically begins with guidance via email, often including circuit diagrams. Once the issue is diagnosed and isolated, there might be a need to quote and order replacement parts. We pride ourselves on maintaining a well-stocked inventory, with approximately 90% of parts readily available on-site within a few working days. After the part arrives, customers may require additional assistance with fitting it and configuring the equipment correctly.
In some cases, a video call, for instance using WhatsApp with the camera reversed, or utilizing an iPad, can be beneficial, provided there’s a stable Wi-Fi connection or unlimited data. This approach proves particularly effective when multiple buttons need to be pressed, or the customer is unfamiliar with the equipment. Earbuds can also be invaluable in noisy environments.
With the advent of the current Weiss SiMPAC models, a significant portion of issues can be diagnosed and even rectified remotely, thanks to their capacity to interface with a PC.
To illustrate the power and efficiency of remote service support, here are a few real-life examples:
We encountered a customer with an intermittent problem that required diagnosis while the issue was occurring. We took a unique approach by sending them a laptop preloaded with Weiss Technik diagnostic software and a cable. The customer connected this setup to the chamber and Wi-Fi. Subsequently, we used TeamViewer to access the laptop and remotely inspect the machine when the issue arose. We were able to download the necessary files and rectify the problem to the customer’s delight. This approach was secure as only authorized personnel could access the software, minimizing the risk of inadvertent damage.
In three separate cases, we used WhatsApp video calls and email correspondence to diagnose the root causes of problems. Customers were not only willing but also actively participated in this process, resulting in positive outcomes.
In conclusion, the art of remote service support has evolved and expanded significantly, especially in recent years. While it was accelerated by the pandemic, it has proven to be a valuable tool for both DACTEC and our customers across various industries. It’s a testament to human adaptability and the power of technology, and it’s likely to remain a crucial aspect of customer service in the years to come.
If you need advice or want help with your particular application or any queries about the points raised in ‘The Art of Remote Service Support’, please feel free to contact us.
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