Customer orientation thanks to remote support
Digital service solution for shower toilets
With AquaClean remote support, Geberit offers an efficient solution for servicing shower toilets. Used in 13 countries, it facilitates rapid help without an on-site appointment – to the satisfaction of both customers and service teams.
Geberit AquaClean remote support has proven its worth: customer service employees remotely access shower toilets, diagnose faults, carry out maintenance, install software updates and help with individual settings. “The user grants customer service temporary access to their toilet via the Geberit Home app on their smartphone,” explains Stefan Bötschi, Product Manager International. “Remote support is free of charge for customers and means shorter waiting times and an efficient solution.”
Reducing service calls
The idea for remote support arose when it became clear that a large number of reported cases could also be solved remotely – in other words, without on-site calls. The remote support system was subsequently developed internally by Geberit and is now used in 13 European countries – and is appreciated by all sides.
Good experience in practice
“Shower toilet owners often find it difficult to describe technical issues precisely. However, by accessing the device directly we can see the complete history – which makes analysing the cause much easier,” says Jutta Koch, customer advisor in Germany. Her colleague Ingmar Drenth from the Netherlands adds: “The feedback has been positive throughout. Many are surprised at how quickly and easily we can solve their case from a distance – almost like magic.”
(Header image ©Nicole Maag)
