Remote Assistance

Merged reality for real-time collaboration

IFS Remote Assistance is a merged reality solution blending a remote expert with another person to instantly diagnose, solve and validate issues. Remote experts can support customers, technicians or engineers in inaccessible locations, even from thousands of miles away. It means your experts can be anywhere, instantly.

The user-friendly interface results in minimal training and fast deployment, meaning it can be up and running in days and delivering almost instant value to your business.

Merged reality for real-time collaboration

IFS Remote Assistance merges two real time video streams, blending a remote expert with someone who needs support in another location. It provides an interactive help session in a collaborative, virtual reality environment to accelerate and simplify problem diagnosis and resolution.

Experts can be hands on and virtually reach out and touch what their customer or field technician sees in their field of view. They can telestrate, freeze images, use hand gestures, share pictures, or even add real objects such as specialist tools into this merged reality environment.

Munters rolls out Remote Assistance to 200 staff across 22 countries in 2 weeks

“We’ve been very satisfied with the level of support we’ve received from the team supporting our use of Remote Assistance. The speed at which we’ve been able to get the solution operational is really impressive.”

Roel Rentmeesters Director of Global Customer Service, Munters

days from inquiry to deployment

or less to onboard and train users

satisfaction rating

Alfa Laval drives service excellence with Remote Assistance

Our customers have been 100% satisfied with the introduction of IFS Remote Assistance and impressed by the way it enabled us to continue serving them, so they will welcome expansion of its use.

Jens Pulczynski Manager Global Service Operations, Alfa Laval

weeks from pilot to full roll out

users

end customer satisfaction rating

6 ways Remote Assistance can bring value to your business today

Customer self-service

Resolve customer problems without dispatching a technician and reduce truck rolls. Remote Assistance enables a technician to guide the customer and resolve the issue remotely through a merged reality environment. By simply clicking a link, the customer can share what they see and the technician can resolve the issue. Remote Assistance can improve customer experience through faster fixes and reduce your costs.

Remote 'side-by-side' working

Maximize the reach of more experienced technicians and enable them to easily share their knowledge with others. Remote Assistance enables a technician in one location to instantly support another technician in another location through an interactive help session. The remote expert can insert their hand, use tools, and share documents within the merged reality environment. This real time collaboration prevents downtime, uses resources more efficiently and reduces service delivery costs.

Faster onboarding

Quickly onboard new talent using Remote Assistance. New employees can begin making calls sooner and confidently undertake tasks on their own, knowing that any help they need from more experienced staff is just a click away.

Knowledge repository

In addition to delivering value at the time of need, IFS Remote Assistance sessions are saved and archived which builds a knowledge repository so users can search and access the insight shared previously.

Increased first time fix rate

Remote diagnosis increases first time fix rate. An expert can remotely identify the issue and how it can be solved, meaning the right technician and inventory is sent to the job and it can be fixed first time.

Improved quality & proof of service

The video captures the work completion and provides proof of service delivered on-site. This can improve work quality processes by enabling remote sign-off and approval of work completed at customer premises.

Customer self-service

Remote 'side-by-side' working

Faster onboarding

Knowledge repository

Increased first time fix rate

Improved quality & proof of service

Webinar: remote assistance see it in action

Organizations are reimagining how they do business in order to make better use of precious resources, reduce costs and maintain social distancing. Remote Assistance can have a transformative, immediate impact by delivering virtual hands-on assistance. Watch industry experts share real-world use cases and present a live demo, and discover how this solution can help your business today.

Watch the on-demand webinar

Interview: Tackling Today’s Challenges While Setting the Stage for Servitization Success

Roel Rentmeesters, Director of Global Customer Service for Munters, discusses how the company has adapted to the COVID-19 crisis and provides valuable first-hand insight on how and why they deployed IFS Remote Assistance and the benefits it has delivered.

Listen to the Interview