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How intelligent support redefines customer service

Fast assistance: A cloud platform is improving Endress+Hauser´s technical support.
Fast assistance: A cloud platform is improving Endress+Hauser´s technical support.

To handle the roughly 200,000 support cases it receives each year, Endress+Hauser is breaking new ground. A new global Smart Support platform is now available. This online portal creates a more efficient network of Endress+Hauser support specialists around the world and serves as a tool to help them handle any type of support inquiry.

“The portal allows us to react more precisely to our customers’ concerns and align ourselves even better to their individual needs. That means we can generate significant added value for them.” 

Franck Perrin, Corporate Director Service Excellence at Endress+Hauser

The core of the intelligent IT solution is an enormous knowledge database that assists service experts in solving reported problems even faster than before. The platform also features a tool that simplifies collaboration and helps to draw on the expertise of specialists from every part of the company to address specific issues.

“Smart Support redefines the meaning of customer service at Endress+Hauser and brings it to the digital age,” says Franck Perrin, Corporate Director Service Excellence at Endress+Hauser. “The portal allows us to react more precisely to our customers’ concerns and align ourselves even better to their individual needs. That means we can generate significant added value for them.” 

Improving your processes. Services by your side – for your success.

By relying on this knowledge base, which grows with each incident, Endress+Hauser is also able to develop additional services in the future. This includes plans to create a self-service portal, which customers can access around-the-clock to find a solution to their problem, directly pose support questions and manage their own support situations for additional transparency and a better overview.

The Industrial Internet of Things will open up new opportunities as well. “At some point, measurement instruments will automatically trigger support processes or store data in the Smart Support database,” explains Franck Perrin. “That will enable us to offer proactive service and make predictive maintenance possible for our customers.”  

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