The Challenge

In a situation where time is of the essence, Liebherr sought to optimize its technical support to provide real-time assistance to its customers and technicians during troubleshooting operations. The goal was to find an effective solution that would enable instant communication, free from technical or logistical constraints, to speed up the diagnostic and repair process.

The Kolus Solution

Kolus has become the perfect solution for Liebherr’s specific needs. The video assistance platform Kolus eliminates the need for prior installation, enabling immediate communication via a simple link shared via text message. This ease of access is complemented by the ability to exchange documents in real time and interact with footage captured directly on the equipment, which is a major advantage for both the Liebherr team and its customers. In addition, the chat archiving feature in “ Kolus ” allows troubleshooting to resume exactly where it left off, ensuring seamless continuity and efficiency in technical support.

Our search for a solution that would allow us to support our customers and technicians during troubleshooting led us to Kolus. Its ease of use—requiring no installation on customers’ devices—represents a real step forward.

Sébastien Utard
Customer Service Manager