FASSI & Kolus
Présentation
FASSI, a world leader in the manufacture of hydraulic cranes, is recognized for the quality and innovation of its equipment for the transport, construction and industrial sectors. Since its creation, FASSI has been committed to providing robust and efficient solutions while integrating the latest technologies to meet the requirements of its customers. With a global network of distributors, FASSI offers a wide range of cranes capable of adapting to the specific needs of its users. This orientation towards innovation and excellence has prompted FASSI to seek a solution to improve the management of its after-sales service (SAV) internationally.
Avoided trips per month
interventions carried out per month
Customer satisfaction
La problématique
FASSI was experiencing difficulties in offering fast and effective technical support to its large network of distributors and end customers, especially in geographically remote areas. One of the major challenges was the ability to diagnose breakdowns remotely and provide quick solutions without multiplying expensive and time-consuming trips for its technicians. In addition, FASSI wanted to strengthen the autonomy of its customers so that they could solve certain failures themselves, while maintaining a direct link with technical support when needed.
La solution Kolus
FASSI chose the Kolus solution to digitize and centralize the management of its after-sales service on an international scale. Thanks to the platform of video assistance intuitive and quick to deploy, FASSI was able to connect its distributor network to a single interface, which facilitated remote communication and problem resolution. The integration of Kolus functionalities made it possible to offer multiple levels of support, making fault resolution more autonomous for customers.
The support journey by Kolus, implemented by FASSI, has revolutionized the way distributors and technicians interact with equipment in the field. Using QR codes attached directly to the cranes, users can scan and be redirected to a guided diagnostic path. This path, configured, asks a series of technical questions in order to identify the nature of the failure.
At the end of the process, the user receives the necessary documentation to attempt to fix the problem himself.
If the problem persists, a direct connection with a FASSI expert is initiated via the Kolus platform, allowing the exchange of information in real time.
The user can send photos, videos, and if needed, switch to a live video support mode. This hybrid support model has allowed FASSI to significantly reduce the travel of its technicians while ensuring quality technical assistance.
Thanks to the PASS Kolus, we have succeeded in targeting customer problems. We have provided users with video tutorials, a comprehensive support path as well as a direct relationship with video technicians.
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