Panasonic Heating & Cooling Solutions has reported that its IFS Remote Assistance solution has had a positive impact on improving customer service efficiency across Europe.
The company reports that initial response times have been improved, remote diagnostic and fault resolution have been increased, and a higher customer satisfaction level was achieved.
As the HVAC+R support teams throughout Europe have taken up the use of this tool, the appreciation for the benefits this technology provides has grown, and the need for on-site visits has decreased.
When a customer contacts the Panasonic Service Department, an online video session, either by PC or mobile device, is initiated and this primary function is used to help determine the root cause of the issue. As the remote connection is compatible with all devices, the connection needed does not require any bespoke software to be downloaded. This provides Panasonic’s response team the chance to connect to the site directly to share videos and see the issues presented to determine the best course of action for the customer.