Last updateThu, 17 Sep 2020 8pm

Customer contact via app: technotrans digitalises its service

- Live communication with customers worldwide
- High quality of service through digital support
- Customised full-service contracts

Flexibility, speed and efficiency: the demands on service are becoming increasingly complex. The corona pandemic makes the situation even more difficult for companies. technotrans SE is meeting this challenge by expanding and digitising its customer service. In times of travel and contact restrictions, the specialist for fluid technology relies on virtual contact via service app. Among other things, the software features smart glasses support, virtual conference rooms and a chat with automatic language translation. With the help of the app, the service staff determine the need for maintenance, instruct users and can even carry out training - this saves costs and time. The company is also expanding its service portfolio to include full-service contracts.
The Sassenberg-based company is continuously working on digitalising its service portfolio in order to process requests even faster and more efficiently. "Our systems are becoming increasingly complex in technological terms. This has a corresponding effect on the service, which must reliably cover a wide range of tasks," says Oliver Milanovic, Head of the Service Department at technotrans. The corona pandemic has further fuelled this development and brought the issue of remote support into focus. With the help of the new Service App, technotrans makes this possible in a particularly intuitive way.
Close to the customer without physical proximity
The licensed app is suitable for mobile iOS and Android devices such as smartphones, tablets or notebooks. It enables technotrans employees to contact customers via video link, view the system in real time and guide users in the event of technical problems. Photos, circuit diagrams, instructions and other documents can also be exchanged simultaneously in a virtual "conference room". A special feature of the app is its compatibility with Smart Glasses: thanks to augmented reality technology, technotrans service staff can practically see through the eyes of the customer, thus playing out instructions directly on the data glasses or highlighting individual components. Language barriers are no obstacle either: in the chat room, users can communicate in their native language, and the app automatically translates the messages. "Our goal was to stay in close contact with our customers despite the current circumstances and to offer them an intuitive and flexible communication option. In this way, we stay close to our customers and ensure the operational reliability of the systems," explains Milanovic.
Simple system checks, installations, repairs and commissioning - everything is possible without having to be physically on site. technotrans can also relocate training courses, training sessions and webinars to the virtual rooms. "There are hardly any limits. The application can be used for all our existing services over the entire life cycle of a product," emphasises Milanovic. For two months now, technotrans has been testing the possibilities of the App. The feedback from customers is consistently positive. "Efficiency and flexibility are currently more important than ever in service. Not only our customers, but also we ourselves benefit from greater efficiency through the App," explains Milanovic. This would result in less waiting times and costs due to reduced travel activities. The environment is also protected due to the reduced CO2 emissions. If the case cannot be solved via app and on-site deployment is necessary, the service costs previously incurred for the virtual consultation will not be charged. "But this time was not in vain. The employee was able to take a close look at the problem in advance and prepare the service call," says Milanovic.
technotrans expands service offering
In addition to App, technotrans is adding full-service contracts to its portfolio. The advantage for customers: They receive customised cooling and temperature control solutions with all the necessary services. " Maintenance, wear parts, repairs - it's all inclusive. This gives users a high level of operational reliability for their systems. But technotrans also benefits from long-term partnerships," explains Milanovic.



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