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What’s the remote diagnosis first approach?

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Through Konica Minolta’s extensive usage of AIRe Link over the years we’re able to share from experience, different strategies and approaches when it comes to remote support. For many service teams, this approach is likely to be a game changer enabling them to increase remote resolution rates whilst simultaneously reducing costs associated with engineer callouts. That’s why this article will highlight, how the remote diagnosis first approach can be implemented and what benefits teams see. 

How to carry out remote diagnosis first approach

The remote diagnosis first approach is a customer-focused method of troubleshooting in which service teams prioritize diagnosing issues remotely, before resorting to an on-site callout. Here’s how to effectively carry out this approach. 

1) Connect visually with customers immediately

When customers call for assistance with their machinery or equipment, immediately request they connect via AIRe Link remote support. Right away your service team can see and identify with greater accuracy the issue present which is more efficient compared to having customers explain what they see. 

2) Identify their issue

Request the customer show you the issue using their device’s camera when connected through AIRe Link. Being able to see what they see makes it more likely to identify the root cause of their issue. You can even ask them to open panels or other elements to get a better look. Through this approach, your technicians are able to determine with more confidence if a remote resolution is possible or if an on-site visit is required due to safety concerns or other factors. 

3) Attempt remote solution

Once the issue has been identified, attempt a remote resolution by guiding the customer through the necessary repair steps. AIRe Link’s tools enable technicians in real-time to point out specific elements with the live pointer, annotate images to explain crucial steps in detail and more to avoid mistakes being made. Issues that cannot be resolved remotely should then be escalated for an on-site visit.  

4) Escalate issues backed with detailed information

Cases that cannot be resolved remotely should then be escalated as a last resort to the on-site callout team. The best part is prior diagnosis carried out through AIRe Link are recorded and can be provided to engineers to give them a clear understanding of the issues present. Upon arrival, prompt and swift repairs can be carried out with customers left happy at the speed of service. 

Benefits service teams notice once remote diagnosis first is implemented

Less callouts required per fix

With traditional methods, engineers are sent on-site to diagnose customer issues as the first approach. While most simple problems can be resolved right away, complex issues might require spare parts to be ordered. Engineers upon realising this, would have to return another day with the spare part to carry out repairs.  

Service teams that take advantage of the remote diagnosis first approach are able to identify what spare parts are required. They can be ordered in advance with engineers sent on-site with the correct tools and parts to undertake repairs. There’s no need to go back and forth.  

Service teams can resolve more issues overall

With simple issues being handled remotely, engineers can focus their time on resolving critical issues that require their in-person expertise. This optimised workflow enables services teams to resolve more issues remotely which free’s up engineers to tackle complex issues that cannot be resolved remotely.  

Customers experience less waiting times

By resolving simple issues remotely and delegating complex problems to your engineering team, you reduce waiting times customers experience significantly. Customers facing simple issues will receive quicker solutions remotely. Those with complex issues requiring an in-person visit can now be serviced faster as engineers have more time. No longer is time wasted on resolving simple problems in-person. 

Service teams reduce costs

Service teams often notice their operating costs are reduced after implementing the remote diagnosis first approach. This is because more issues are now being resolved remotely so less engineer callouts are required. Expenses associated with travel and accommodation are reduced while customer still receive the high-quality services expected, but now remotely. 

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