How industrial remote support can increase your earnings

Remote Support

What is Remote Support in Industry?

In the retail and consumer sectors, companies use online support teams located remotely to provide assistance to their customers around the clock and at a low cost.

However, the industrial sector has typically not been able to enjoy the same benefits due to the fact that physical machinery usually needs to be examined by experts via onsite visits, and repairs carried out specialists. However, Industry 4.0 brought with it a number of developments that have made many of the processes involved in the running, maintaining, and repair of industrial equipment much more effective.

AR remote support allows an expert to provide instructions through an online platform in a location different from that of the operator via smart glasses, tablets, or smartphones which lets the expert see what the operator is seeing and guide them through the process in real-time. 

Besides the travel time saved by the experts, this kind of technology is also much more convenient for the workers and translates into cost savings in a number of areas.

Reduce Labor Costs and Travel Time

Providing support to customers at their installations or out in the field can be very time-consuming and expensive. An on-site visit by a specialized technician could take up a full day, even if the repair is simple. This means that other customers might have to wait if there are multiple support requests on the same day. Time is money on the production line and so the speed is always of the essence.

Remote support allows one technician to service several clients in the same day from the comfort of their office or home environment. In addition, it doesn’t matter how far away the customer is, everyone can receive the same SLA response time and you can prioritize based on need rather than proximity.

You can even use the same support team to service several countries or territories. Hire specialists based on credentials rather than location and make sure the right expert is assigned to the job,  no matter where they are located. 

A translation feature on the smart glasses even means that language is not an issue. No need to hire a costly multilingual workforce, use the expertise you have without the barrier of different languages.

Support Multiple Customers Simultaneously

As seen above, remote assistance removes transit time from support jobs, allowing technicians to support multiple customers in the time they would be able to make one on-site visit. The system even allows for experts to assist multiple customers simultaneously when time is of the essence: For example, pausing one call when another comes in, prioritizing and attending to the most important issues first, or assisting another customer when another is carrying out instructions and doesn’t need the expert on the line.

Besides the obvious benefits to customers of being able to access the support they need immediately when and where they need it and without having to leave their post, they can also benefit from getting more than one expert on the same call when needed. If a technician is attending to an issue and finds that it is more complex than initially thought, they can bring in another specialist right then and there, something that would be almost impossible to coordinate with on-site support.

Even if the specialist you need is out at a visit, they can connect to the call via mobile if needed

Find out how Acty’s remote platform can help you create a premium customer experience for your clients and save you money in the process.

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Minimize Human Error

Instant access to manuals and expert support means fewer costly mistakes caused by human error. When operators know that getting a technician is going to take time and possibly cause lengthy delays in the production process, they may continue to use faulty equipment or try to fix it without the required knowledge. Both of these scenarios can lead to accidents or equipment malfunction leading to even lengthier delays. When they know support is just a tap of their smart glasses away, they can reach out the moment they suspect something isn’t right; not only reducing the likelihood of an accident but also extending the lifetime of the equipment and meaning fewer breakages and longer shelf life. 

When they do contact support via remote technology, they can be guided through the repair process and learn from every experience, rather than stepping back and letting the technician take care of it. This means they get to know the equipment better each time and makes it less likely they will need to support the next time.

Remote assistance technology also allows you to train your customers on the use of new equipment without trying to coordinate multiple people into an on-site onboarding process. You can provide additional bite-sized training for specific equipment updates and parts as and when needed. 

More competent and well-trained staff means fewer mistakes and less burden on support teams.

Reduce Downtime

In industrial environments, every minute lost on the production line is hugely costly for clients. With remote support, problems can be fixed immediately, often without any interruption to workflows. 

Because of remote support, issues are often dealt with sooner by the client, preventing more costly and complicated issues further down the line.

Capitalize on Improved Service Offering

In conclusion, remote support not only reduces the cost to you in terms of support team budgets and recruitment, but the value you are offering to clients with this new service channel means you can start to move from free support to paid support model, and clients will be happy to pay for it.

Giorgio Nepa CEO

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