Alfa Laval – a global provider of heat transfer, centrifugal separation and fluid handling solutions – deploys a remote service guidance tool to ensure first-class customer service, even in times of social distancing and travel restrictions. With “IFS Remote Assistance” Alfa Laval can respond promptly to service needs, perform virtual trouble shooting and remotely guide the customers through the different service steps – securing continued uptime.
Effects of the COVID-19 pandemic – travel restrictions, lockdowns and social distancing – have made service execution on site more challenging. For that reason, Alfa Laval has selected and deployed a software tool for remote guidance. It allows two users (in different locations) to collaborate and interact in real-time while telestrating, freezing images, using hand gestures, and even adding real objects into the merged reality environment. The benefit is that the customer can assign the actual work to their own service engineers who are then remotely guided by an Alfa Laval expert – minimising or completely avoiding downtime.
“The remote service guidance tool is an important step towards an even better customer experience. During these challenging times, it has enabled us to remain a present and supporting partner, that contributes to the safety of both our own employees and our customers,” says Joakim Vilson, President of the Global Sales and Service.
The software tool has already been deployed globally via Alfa Laval’s service organisation and will be offered to an increasing number of industries and applications. The tool will also be used for other purposes such as trainings.