How an OEM Boosts their Customer Service Rate Using AR Remote Support?

Customer experience is one of the primary factors that can make or break a good business. One of our OEM clients, a leader in plastic processing equipment manufacturing and distribution, was facing several workflow issues that ultimately affected the customer experience.

While discussing the problem with the client more comprehensively, we discovered their clients were unsatisfied with the services. This was because their clients faced extended downtime with their machines.

As our client didn't have any tools or services to resolve their client’s concerns faster, the technicians had to physically travel to distant locations to fix the problem, which led to hefty travel costs and time wastage.

Enter Plutomen Connect – An AR powered Remote Support Solution

In the search for an ideal solution, the company turned to Plutomen. Plutomen Connect is an AR-powered remote assistance & technical support solution that enable frontline workforce to connect with your experts instantly.

Backed with state-of-the-art features, Plutomen Connect allows remote technicians to get in touch with the experts on the factory floor for assistance. Unlike traditional video conferencing, Plutomen Connect helped the company’s technicians to engage in enhanced communication with the experts.

The tool allowed the experts to view the technician’s environment live. Depending on the issue, experts could add annotations and markings on the screen that are visible to the technician simultaneously. The technician can take specific steps to resolve the problem based on the marking and annotation.

If the expert wants to take a closer look at the machine, they could freeze and analyze the video. On top of all, the solution enabled video recording and call logs. So, everything about the conversation was transparent.

Our Client witnessed several significant changes in their customer experience. For instance, the customer (our client’s client) witnessed a 35% reduction in downtime and a 45% reduction in travel costs throughout the year. Not only this, it also improved remote support service capabilities and boosted the first-time fix rate by 35%.

Plutomen Connect helped our client increase the workers’ productivity by 45% and a 35% increase in the service response rate. This, in turn, helped increase efficiency and ensure uninterrupted operations.