Digital service offering proves its worth in the pandemic

Travel restrictions and protective measures due to the coronavirus pandemic have made it impossible to use external service providers in many cases in recent months. In order to carry out critical service work related to instrumentation in a timely and appropriate manner, Endress+Hauser has taken the latest innovation in this area, Visual Support, from the pilot project phase to global rollout.

Endress+Hauser has been heavily investing in digitisation for years — in the product and service area, in customer interaction and in external and internal collaboration. In the coronavirus crisis, the development of digital platforms and offerings has now proven its worth for customers and the company. “We can bridge the physical distance forced upon us by the coronavirus through digital and emotional proximity,” said Matthias Altendorf, CEO of the Endress+Hauser Group.

The Endress+Hauser service organisation has been using the possibilities of a cloud-based platform based on the Salesforce customer relationship management system for some time. The Salesforce Service Cloud module enables completely new ways of serving the customer base. Now Endress+Hauser has integrated Visual Support into its support services portfolio, giving customers access to in-depth technology and product knowledge, including the guaranteed availability and response time from Endress+Hauser’s global network of technical experts.

The use of this technology for remote support enables audiovisual support for diagnosis and troubleshooting, commissioning and regular maintenance of field devices. With the help of live video transmission and screen casting, Endress+Hauser’s technical support team can work almost as if they were onsite, helping customers in a reliable and flexible manner with their service tasks via remote access.

For 10 weeks the service was free of charge for customers. During this time, more than 250 Visual Support sessions were conducted worldwide. “Customers have given us a lot of positive feedback,” said Franck Perrin, who heads the Endress+Hauser Group’s service organisation. “They are enthusiastic about this new form of support and have experienced how Visual Support can save time and money.”