Pöttinger

The Challenge

The challenge for technical teams is to provide efficient customer support while minimizing downtime, a complex task when diagnostics must be performed remotely. The ability to see in real time what the customer is observing in front of their machine is crucial for precise problem localization, thereby significantly reducing downtime and customer frustration. An intuitive, user-friendly solution accompanied by responsive support becomes essential to optimize resource planning and target on-site interventions strictly where they are necessary.

The Kolus Solution

To modernize its technical support, Pöttinger equipped 22 technical experts, located in France and internationally, with Kolus video assistance. This initiative revolutionized their ability to diagnose and resolve problems remotely, enabling direct and visual interaction with customer machinery without requiring physical travel.

Thanks to a simplified process, customers facing malfunctions can now receive immediate assistance. A simple SMS invitation allows them to access the video assistance session without installation or registration, offering a practical and accessible solution.

The Kolus video assistance feature enriches the user experience with collaborative tools like annotation and file sharing, facilitating communication and precise problem diagnosis. Our client particularly values the intuitive Kolus interface and our responsive support, which together contributed to reducing downtime and improving technical service management.