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Panasonic reports significant benefits of ‘remote-first’ approach
28/10/2021
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 the initial response
times have been improved, the 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, reducing the environmental impact on travel and improving
the customer’s overall experience.
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. This
‘remote access first’ approach has helped to focus activities where they are needed
and provides the Panasonic Service Team with the resources to help their
customers efficiently and without the need for excess travel.
Richard Bishop, Head of Marketing for Panasonic UK and
Ireland explains: “We take customer service very seriously, and with this new
approach, we are now able to provide the same level of technical advice as
previously, but we are now doing it remotely. This means that the costs are
reduced, travel is reduced and it’s much more efficient. For example, for a
heating breakdown, where previously it may have meant that the customer would have
to wait a day or two for an engineer to visit, has now been reduced to a mere
matter of minutes, leaving the heating system operational again and the
customer thrilled that we have attended to the situation quickly and
effectively. We see many benefits coming from this flexible and dynamic tool.
For example, it will be extremely useful for on-site training, especially when
HVAC+R engineers are unable to physically attend a Panasonic training centre
but can virtually join through the IFS Remote Assistance tool. This will
provide the same level of interactive training they would be able to have on
site.”
This system has so far been deployed across Europe, with
Germany, Italy and the UK taking particular interest in the option to use this
solution as it provides an easy-to-use tool for sharing videos, audio and text
data from live projects on site. Not only can these high-quality videos and
other sources be used as evidence for reporting the service issue, but they
have also proved very useful when providing training to customers, who may not
have the technical knowledge of that of a HVAC+R engineer and need the extra
support when dealing with a difficult on-site issue.
The technical knowledge that this resource has provided has
proved extremely useful and has been wildly shared across the Panasonic’s teams
to enhance their regularly deployed skills and allow the teams to share their
technical passion through this new, and exciting platform. This remote
assistance resource may also make it possible to expand the future use of the
tool to also provide on-site commissioning support for the installers, reducing
the need to attend the site at all.
The IFS Remote Assistance solution has been proven to have
many successful benefits to both the customer and the technical teams involved,
and it will continue to prove to Europe and its other beneficiaries that this
resource is currently the best of its kind on the market.
To find out more about Panasonic Heating & Cooling Solutions, please visit https://www.aircon.panasonic.eu/GB_en/.