What is Remote Guidance?
Diversey’s Remote Guidance application offers our customers an innovative new way to connect with the Customer Service team and technical experts for an improved support experience that happens virtually and in real time. Our goal is to solve your problem as quickly and easily as possible! This sophisticated program behaves similarly to Apple’s FaceTime®, and is based on proprietary technology that joins what you see on your phone with our technical experts - merged reality. We can show you directly how to solve a problem or draw on the screen together. All it takes is a smartphone or tablet.
How does the Remote Guidance tool work?
Used primarily to work with our Customer Service and technical support teams, Remote Guidance is a free tool that more effectively assists customers with a service inquiry. Customers simply click on a link from your Diversey Customer Service Representative or download the Diversey Remote Guidance app through their Android or iOS app stores.
Watch this video to see an example of how this technology works:
- It provides visual clarity of customer issues which allows him to quickly offer a more accurate solution.
- Our virtual technician was able to help a customer store employee identify a broken cap and feed line.
- By demonstrating how easy it is to replace the components through their virtual interaction the customer was able to become fully confident in their ability to switch out the parts.
- The new parts were overnighted and the field service team didn’t need to incur any time with the resolution.
What are the key benefits of Remote Guidance?
- The app allows Customer Service team members to look through a screen and use their hands to both “show” and “tell” a customer how to correct the issue. The Diversey expert can freeze the screen and draw on it to better guide the customer. Using the program also helps to overcome a language barrier with a visual of what to do to address the problem rather than just spoken direction.
- The field technician team is using the program to assist with problems, validate an install, or perform guidance such as calibrating a food service audit without needing to make an in-person visit. The app allows Diversey to optimize the impact of our technical experts to provide turnkey solutions in the field while reducing time and travel costs.
Leading The Industry
Remote Guidance is a state-of-the-art service offering that’s helping Diversey to differentiate itself from the competition, and to lead the industry with unique solutions that enable customers to “get it right the first time” to ensure their equipment stays 100% operational. Diversey gained international recognition for this program in December of 2018 when Remote Guidance received first place at The Mercurys in Abu Dhabi for our unique technology and commitment to sustainability.
What’s next?
Since 2018 Diversey's Remote Guidance has been used in a number of different scenarios and in a variety of regions. The platform is now available to employees and customers globally. The program has incredible potential to expand the role of customer-facing Diversey representatives into problem solvers in multiple fields like ware washing, robotics and linen care by allowing expert knowledge to be shared in real time to better serve customers.
Remote Guidance is also an ideal tool to use for remote sales, especially for those who are working in remote locations or want to speak to someone as quickly as a possible. This gives our sales teams the ability to provide more “hands on” experience when it is needed to demonstrate how to use maintain our products. Remote Guidance is also better suited for those next-level training opportunities for new or advancing employees and eliminates the customer from waiting for the availability of technician and the need for time consuming travel and in person support.
