Pöttinger

The Issue

The challenge for technical teams is to provide effective customer support while minimizing business disruptions—a complex task when diagnostics must be performed remotely. The ability to see in real time what the customer is seeing on their machine is crucial for accurately pinpointing problems, thereby significantly reducing downtime and customer frustration. An intuitive, easy-to-use solution backed by responsive support is essential for optimizing resource planning and targeting on-site visits only where they are strictly necessary.

The Solution Kolus

To modernize its technical support, Pöttinger has equipped 22 technical experts—located in France and around the world—with the video support tool Kolus. This initiative has revolutionized their ability to diagnose and resolve issues remotely, enabling direct, visual interaction with customers’ machines without the need for on-site visits.

Thanks to a streamlined process, customers experiencing technical issues can now receive immediate assistance. A simple text message invitation allows them to access the video support session—without any installation or registration—offering a convenient and accessible solution.

Kolus ’s video-assisted support feature enhances the user experience with collaborative tools such as annotation and file sharing, thereby facilitating communication and enabling accurate problem diagnosis. Our client particularly values Kolus ’s intuitive interface and our responsive support, which together have helped reduce downtime and improve the management of technical service calls.