Category: technotrans, 2020

Keeping in touch via app: digital transformation of the technotrans customer service

Live communication with customers worldwide/High service quality thanks to digital support/Customised full-service agreements

Flexibility, speed and efficiency: Service departments have to fulfil increasingly complex demands. The current COVID-19 pandemic makes things even more difficult for companies. technotrans SE tackles these challenges by expanding and digitally transforming its customer service. In times of travel restrictions and the need to limit contact with other people to an absolute minimum, technotrans, as a fluid technology specialist, relies on virtual contact by way of a service app. The software includes support for smart glasses, virtual meeting rooms and a chat feature with automatic translation. The service technicians use the app to determine the need for maintenance, instruct the users and provide training, all of which saves a lot of time and money. In addition, the company adds full-service agreements to its service portfolio.

The company, with its headquarters in Sassenberg, Germany, continuously pursues the digital transformation of its service portfolio in order to react even faster and more efficiently to customer enquiries. "Our systems are becoming increasingly complex from a technological point of view. This also affects our customer service that needs to cover a wide range of tasks with a high level of reliability," says Oliver Milanovic, head of the service department at technotrans. The COVID-19 pandemic has exacerbated this development even further, which is why a remote support offer has moved to the centre of attention. technotrans has implemented this feature in a particularly intuitive way in the new service app.

Close contact with customers in a time of physical distancing
The licensed app is suitable for mobile iOS and Android devices such as smartphones, tablets and notebooks. It enables technotrans employees to contact customers via a video link, view the systems in real time and guide the users through the elimination of technical problems. In addition, a virtual "meeting room" can be used to exchange photos, circuit diagrams, instruction manuals and other documents. A special feature of the app is its compatibility with smart glasses: Thanks to the integrated augmented reality technology, technotrans service technicians can look through the eyes of the customer, visualise tips directly on the glasses or highlight individual components. Different languages are no longer a barrier: In the chatroom, the users can use their native language. The app automatically translates the messages. "Our aim was to remain in close contact with our customers regardless of the current situation and to provide them with an intuitive and flexible means of communication. We can all stay in touch and ensure the operational safety and reliability of the systems," explains Milanovic. 

Easy system checks, installations, repairs and start-up procedures – all of this is possible without being present on site. technotrans can also hold training sessions and webinars in virtual meeting rooms. "There are hardly any limits. The application can be used for all of our existing service activities over the entire lifecycle of a product," says Milanovic. technotrans has been testing the app for two months and the customer feedback is absolutely positive without exception. "An efficient and flexible customer service is now more important than ever. However, not only our customers benefit from the increased level of efficiency thanks to the app. It is also a great advantage for us," explains Milanovic. The concept also leads to shorter waiting times and lower costs due to less travelling. This also benefits the environment because of the reduced CO2 output. If an issue cannot be solved with the aid of the app and a field deployment is necessary, the service costs incurred for the prior virtual consultation will not be charged. "However, this time has not been wasted. Our service technicians were able to analyse the problem in detail and to prepare the service call before actually travelling to the customer," says Milanovic.

Extended technotrans service offer
In addition to the app, technotrans also adds full-service agreements to its portfolio. Benefits for the customers: They will receive customised cooling and temperature control solutions including all of the necessary service activities. "Maintenance, wear parts and repairs – everything will be included. For the users, this results in a very high level of operational reliability of the systems, but technotrans also benefits from the resulting long-term partnerships," explains Milanovic.

For further information, please visit www.technotrans.de/app