Viessmann Climate Solutions UK has adopted a remote visual assistance platform, from TechSee, to enhance customer service and installer support for its heating and climate solutions.
By allowing technical support teams to see what the customer or installer sees via a smartphone camera, the platform has improved diagnostic speed, improving the customer journey when seeking help and advice via the technical help line.
Viessmann Climate Solutions is a part of Carrier Global Corporation, a global pioneer in intelligent climate and energy solutions.
Customer service operations
TechSee has significantly improved Viessmann Climate Solutions UK’s customer service operations
The introduction of TechSee has significantly improved Viessmann Climate Solutions UK’s customer service operations by resolving problems via the technical helpline, reducing engineer callouts and minimizing the environmental impact of travel.
It is supporting Gas Safe engineers with technical solutions and advice, and supporting end-users with simple controls and product operation advice.
Installers fitting or servicing Viessmann systems can now benefit from real-time video support, enabling the technical team to visually assess issues rather than relying on verbal descriptions over the phone.
Adoption of TechSee
Viessmann’s adoption of TechSee stems from the increasing complexity of modern heating systems
With the ability to annotate live video feeds, highlight key testing points and components, and even pass live information and documents during the call, troubleshooting has become faster and more precise.
Viessmann’s adoption of TechSee stems from the increasing complexity of modern heating systems, including heat pumps, which demand more advanced support.
John Williams, Operations Manager Customer Service, Viessmann Climate Solutions UK, experienced first-hand how visual assistance could simplify problem-solving and how it could work for Viessmann.
E3 platform
“We’re not just talking about gas boilers anymore,” explained Williams.
“With our current E3 platform having internet compatibility as standard and with sales of heat pumps and other renewable technology increasing, our level of remote technical support has to adjust accordingly, along with our constant efforts to improve our customers’ journey.”
“Being able to see what the engineer or customer sees when in front of the product makes a huge difference to the advice our team can provide.”
Technical department
Williams was inspired to explore TechSee after seeing it used first-hand in his own home
Williams was inspired to explore TechSee after seeing it used first-hand in his own home. “I first came across TechSee when I had an issue with the broadband/TV provider in my own home.”
“Following a call to their technical department, the phone call was switched via my mobile phone to a video call. The issue was quickly identified by the call handler when they viewed the issue at my broadband router.”
“The next day, I spoke with our Customer Service Director, and we immediately set up a meeting with TechSee. We knew right away this would be a game-changer for Viessmann Technical Support.”
Strengthened internal operations
While primarily used to support professional installers, the platform is also used for end-users with simple operational questions. Instead of dispatching an engineer for a potentially straightforward problem, customers can be sent a text message linking them to a remote video support session.
With all Viessmann boiler models from 2020 featuring Integral WiFi, combined, these tools create a powerful support system.
The technology has also strengthened internal operations. More experienced members of the technical support team can now assist junior call handlers in real-time, reducing unnecessary escalations and resolving problems on the spot.
Trialling TechSee
Viessmann Climate Solutions UK played a pioneering role in trialling TechSee
“Using TechSee has transformed how we support our installers and end-users,” said Williams. “The ability to visually diagnose an issue in real-time saves time and resources while delivering a faster resolution for our customers.”
Viessmann Climate Solutions UK played a pioneering role in trialling TechSee before expanding its use to other global markets within the company.
The UK team’s successful integration has led to adoption in five further countries, reinforcing Viessmann’s reputation for service innovation.
Early results show a marked improvement in first-diagnosis accuracy and a reduction in dispatching engineer visits, streamlining operations and elevating the customer experience.
