This new solution allows Panasonic to remotely diagnose issues, ensure real-time knowledge sharing, and significantly speed up repair rates, according to the company.
Using the new system, when a customer contacts the service department, service sessions can be initiated immediately via the IFS Remote Assistance to determine what the issue is, and whether it requires a physical site intervention by a service engineer.
“This new approach is designed to enable installers, field technicians, engineers and customers to share real-life situational context with remote product experts so that hands-on service and repair instructions can be visually demonstrated and acted upon,” says the company’s new head of service, Karl Lowe.
“We need to speed up our repairs, and with this new approach, we expect to accomplish that goal,” notes Karl. The company also hopes to increase remote diagnostics and resolution, reduce on-site visits and save costs and achieve higher levels of customer satisfaction.
The new system has been trialled in Germany and the UK.