Viessmann Climate Solutions Increases Efficiency Through TechSee’s Visual Remote Support
In order to increase the efficiency of its own service, Viessmann Climate Solutions together with the company TechSee implemented a remote visualization platform that further improves customer service.
Allendorf, January 8th, 2024 – Viessmann Climate Solutions' wide range of heating, ventilation, and air conditioning solutions is constantly being developed to ensure more climate protection. As a result, the solutions are increasingly digital, have additional components and will be significantly complex overall. This also means that the demands on trade partners in the HVAC sector are increasing and the company faced challenges with high call volumes, lengthy resolution times, and remote diagnostics complexities in its customer service operations. To address these issues, the company implemented TechSee, a remote visualization platform, to enhance its customer service operations. The goal was to improve customer satisfaction, support efficiency, and streamline issue resolution through advanced visual assistance technology. Viessmann Climate Solutions is a part of Carrier Global Corporation (NYSE: CARR), global leader in intelligent climate and energy solutions.
Technical support reaches an even higher level
The implementation of TechSee has significantly transformed Viessmann Climate Solutions’ technical support. Customers now benefit from real-time visual assistance, leading to quicker and more accurate diagnostics and ad-hoc remote problem-solving. The platform enables support agents to visually guide customers through troubleshooting processes, often reducing the need for a field service technician to physically visit the customer's location. Both customers and support agents have provided positive feedback, with customers appreciating the immediate visual assistance and agents finding the tool intuitive and useful for fault detection.
"The visual assistance was invaluable for the installation. This demonstrates that remote technical support is also an enabler for sales when operating as a premium brand", Christian Ernst, Partner Service Application Specialist at Viessmann Climate Solutions.
Visual Remote Support already in use in several countries
The success of the implementation has driven engagement and continuous improvement throughout the Proof-of-Concept phase. Key factors such as improved customer experience, operational efficiency, seamless integration, and positive feedback have contributed to this achievement. The United Kingdom (UK) site pioneered and tested TechSee for Viessmann Climate Solutions’ global markets. Following the successful rollout in the UK, the platform is now actively used in five other countries. The key performance indicators (KPIs) achieved through the implementation of TechSee include a reduction in technician dispatch and improved first diagnostic accuracy. This success has positioned Viessmann Climate Solutions as a leader in leveraging real-time visual assistance to enhance customer service operations and improve support efficiency across multiple markets.
About TechSee
TechSee is a technology company specializing in visual customer service solutions using AI and augmented reality (AR). It provides a platform that enables visual assistance so that companies can solve their customers' technical problems faster and more efficiently. TechSee's technology combines computer vision and machine learning to provide guidance to customers and service teams, often directly through the user's smartphone camera.
TechSee is used by over 1,000 enterprise companies in more than 53 countries around the world. Recognized by Gartner as a Cool Vendor in Customer Service, TechSee's technology has won multiple awards. The company is headquartered in Tel Aviv, Israel, with offices in New York, London, and Madrid. For more information, visit www.techsee.me
About Viessmann Climate Solutions
Founded in 1917 as a heating technology manufacturer, today Viessmann Climate Solutions is a leading global provider of sustainable climate (heating, cooling, water and air quality) and renewable energy solutions. The Integrated Viessmann Climate Solutions portfolio seamlessly connects products and systems via digital platforms and services, creating an individualized feel-good climate for users. Viessmann Climate Solutions is part of Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to solutions that matter for people and our planet for generations to come. For more information, visit https://www.viessmann-climatesolutions.com/en.html.
