With "EFA-SmartAssist," the industrial door manufacturer Efaflex expands its technical customer service with a digital support tool. The solution enables service operations to be accompanied in real-time via live video connection. Users are expected to benefit from quick response times, precise support, and reduced operating costs, according to the company.
In the event of a malfunction, such as when a high-speed door fails and operations come to a
halt, with this solution, there is no need to wait for a technician to arrive on site. Users can establish a direct connection to an Efaflex service employee via a link sent by SMS. Communication is conducted through a two-way HD video conference. The specialist sees the problem from the customer's perspective and can guide targeted action steps by marking the image or drawing on still photos.
Translation
function breaks down language barriers
A particular advantage is the integrated translation function in 24 languages, which breaks down language barriers and facilitates collaboration for internationally active companies. In more complex cases, additional experts can be easily integrated into the conversation. As a result, many technical problems can be resolved directly in the initial contact or at least prepared through well-founded remote diagnoses. By reducing physical travel, the
solution also reduces CO2 emissions and efforts.
"EFA-SmartAssist" is data protection compliant
According to the provider, the solution meets all data protection requirements; all transmitted content remains the property of the users, and an app installation is not required. Technologically, "EFA-SmartAssist" is based on the "EmergencyEye" platform, which was developed from a personal emergency experience. The further development into a service tool was carried out in collaboration with
