Pöttinger & Kolus
Présentation
Founded in 1871, Pöttinger is a leader in the manufacture of agricultural machinery, combining innovation and sustainability. Specializing in equipment for tillage, sowing, haymaking and harvesting, the Austrian company equips farmers with advanced technologies for increased productivity and environmentally friendly agriculture. Pöttinger is the preferred partner for efficient agricultural solutions, supporting modern agriculture in its sustainable development challenges.
Requests resolved on the first call
km of trips saved
savings per year thanks to video assistance
La problématique
The challenge for technical teams is to ensure effective customer support while minimizing business interruptions, a complex task when diagnoses must be carried out remotely. The ability to see in real time what the customer is observing in front of their machine is crucial for the precise location of problems, thus significantly reducing downtime and customer frustration. An intuitive solution that is easy to use and accompanied by responsive support is becoming essential to optimize resource planning and target on-site interventions, where they are strictly necessary.
La solution Kolus
To modernize its technical assistance, Pöttinger equipped 22 technical experts, spread between France and abroad, with Kolus video assistance. This initiative revolutionized their ability to diagnose and resolve problems remotely, allowing for direct and visual interaction with customer machines 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.
Kolus's video assistance functionality enriches the user experience through collaborative tools such as annotation and file sharing, thus facilitating communication and the accurate diagnosis of problems. Our client particularly values Kolus's intuitive interface and our responsive support, which have jointly contributed to reducing downtime and improving the management of technical interventions.
“With Kolus, our service technicians see exactly what our customers see in front of the machines. We are able to locate problems without being on site. This reduces machine downtime and customer frustration.”
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