Endress+Hauser has been driving digitalization for years - in the product and service area, in customer interaction and in external and internal collaboration. During the coronavirus crisis, the development of powerful digital platforms and offerings has now proven its worth for customers and the company. "We can bridge the physical distance that the coronavirus is forcing us to maintain through digital and emotional proximity," says Matthias Altendorf, CEO of the Endress+Hauser Group.

Service organization uses digital platform

This also applies to the service sector. Travel restrictions and protective measures due to the coronavirus pandemic have made the use of external service providers impossible in many cases in recent weeks. In order to carry out critical service work in connection with instrumentation in a timely and proper manner, Endress+Hauser has taken the latest innovation in this field, Visual Support, from the pilot project phase to global rollout without further ado.

The Endress+Hauser service organization has been using the possibilities of a cloud-based platform based on the Salesforce customer relationship management system for some time now. The Salesforce Service Cloud module enables new ways of serving the customer base. The provider of measurement and automation technology has now integrated Visual Support into its service portfolio, giving its customers access to in-depth technology and product knowledge. It also guarantees the availability and fast response time of Endress+Hauser's global network of technical experts.

250 service calls from a distance

The use of this technology for remote support enables audiovisual support for diagnostics and troubleshooting, commissioning and regular maintenance of field devices. With the help of live video transmission and screen casting, Endress+Hauser's technical support team can work almost as if they were on site and provide customers with reliable and flexible support for upcoming service tasks via remote maintenance.

Customers were able to use the service free of charge for ten weeks. During this time, more than 250 Visual Support sessions were held worldwide. "Customers have given us a lot of positive feedback," says Franck Perrin, who heads the Endress+Hauser service organization at Group level. "They are enthusiastic about this new form of support and have experienced how Visual Support can save time and costs."