Remote servicing in modern business operations

Remote servicing: an overview

Simply put, remote servicing is the delivery of support, maintenance, and consulting services through digital platforms. Its main selling point? It usually eliminates the need for travel. 

Remote servicing stretches a wide spectrum of activities, from troubleshooting software issues to carrying out maintenance on machinery (as we’ll see later, in the case of Gruppo Cimbali). 

Generally, remote servicing is done remotely with advanced technologies like cloud computing, the Internet of Things (IoT), artificial intelligence (AI), and advanced analytics. As you can imagine, it’s a growing and dynamic field. 

The rise of remote servicing in business ecosystems

Without doubt, the global pandemic accelerated the use of remote service solutions across all sectors. Necessity is the mother of invention, after all. 

But, while it definitely accelerated things, the pandemic alone cannot explain the huge shift towards remote servicing.  Because it was already in process long before it. 

For one thing, technological advancements have driven the rise in remote servicing. Things like high-speed internet, secure cloud services, and remote desktop software allow experts to work and support users from anywhere.

Another reason for the rise in remote servicing is that it helps businesses to significantly reduce costs. It can reduce the overheads associated with large physical office spaces, as well as expenses related to commuting and relocation of employees. Furthermore, it enables companies to tap into a global talent pool, potentially reducing labor costs by hiring experts from all over the world. 

Lastly, global businesses are now expected to provide support across different time zones. Remote support enables businesses to offer 24/7 service to customers worldwide, enhancing customer satisfaction and engagement. 

So, while the pandemic has indeed accelerated the rise of remote servicing and support, it was already well underway. These days, it simply has to play a role in the operational framework of any modern business set on efficiency, global reach, and high customer satisfaction. Let’s now explore some of the main benefits of a remote approach.  

The strategic advantages of implementing remote servicing

Cost efficiency and operational agility

Remote servicing significantly reduces the logistical and financial burdens of on-site visits, creating a flexible operational framework that quicky adapts to emergent service needs.

Increased access to specialized expertise

Remote servicing can eliminate the geographic limitations that traditionally constrained the availability of specialized expertise. This means that businesses can easily access the requisite knowledge and skillsets – wherever they are. 

Scalability and flexibility

Remote servicing solutions give businesses the latitude to dynamically scale their service capabilities in alignment with fluctuating demand, thereby optimizing resource allocation and service delivery.

Sustainable business practices and reduced carbon footprint

Another key advantage of integrating remote servicing into business operations is its positive impact on sustainability initiatives. By minimizing the need for physical travel, organizations can significantly reduce their carbon footprint, contributing to global efforts to combat climate change. 

Furthermore, remote servicing encourages the efficient use of resources and promotes energy-saving practices by leveraging digital tools and platforms. This alignment with environmental sustainability not only bolsters a company's reputation but also satisfies consumer demand for eco-friendly business practices.

And this demand is only growing. Indeed, according to research from the Harvard Business Review, when Gen Z and Millennial customers think a brand cares about sustainability, they are 27% more likely to purchase it than older generations are.  Thought this way, caring about the environment is a key driver of your company’s success.

Enhanced customer satisfaction and loyalty

The implementation of remote servicing technologies will allow you to provide prompt, reliable support to your customers, regardless of where they are. By quickly addressing their needs and resolving issues, you will drive customer satisfaction.

Additionally, the personalized and convenient nature of remote service leads to stronger customer relationships, which enhances loyalty and encourages repeat business. In an era where customer experience often dictates competitive advantage, the ability to deliver exceptional remote service is priceless. 

Indeed, according to Gartner research, over 80 percent of customers said that receiving value during a service experience makes them more likely to repurchase – even when given a chance to switch to a competitor.

A case study: Gruppo Cimbali

Gruppo Cimbali is one of the world’s largest and most renowned manufacturers of professional coffee machines. It has a network of 700 distributors across 100 countries who make up for more than 80 percent of its sales. 

The company was faced with a problem. If one of their customers had an issue with a machine, they would have to send a technician, either from Cimbali Group or a distributor. Due to Cimbali Group’s global customer base, it often took a long time to resolve the issue, depending on where the machine was.

To address this, the company was looking for digital solutions to improve the customer experience and, at the same time, improve their time-to-resolution. And this is exactly what we helped them to do. 

After researching available options, they identified TeamViewer Tensor as the most promising way for their experts to perform remote troubleshooting.  With remote servicing, they can quickly resolve many problems, reducing machine downtime and minimizing revenue lost.

And that’s not all. By implementing remote servicing, the company was able to increase technician efficiency by up to 20% and reduce service travel costs by up to 15%. Now, the company is perfectly positioned to deliver best-in-class customer service – wherever the customer happens to be.

Summary

The rapid move towards digitalization in business has made remote servicing a must-have in today's service models. With remote servicing, companies can boost efficiency, cut costs, and keep customers happy. 

Forward-thinking businesses need to see remote servicing as a crucial part of their strategy, not just an add-on. It's key to navigating the digital world and staying competitive globally. And we can definitely help you with that.