{"id":2497,"date":"2023-04-17T12:00:00","date_gmt":"2023-04-17T10:00:00","guid":{"rendered":"https:\/\/www.aire.link\/?p=2497"},"modified":"2023-04-17T16:48:10","modified_gmt":"2023-04-17T14:48:10","slug":"remote-diagnosis-first-approach","status":"publish","type":"post","link":"https:\/\/www.aire.link\/cs\/blog\/remote-diagnosis-first-approach\/","title":{"rendered":"What\u2019s the remote diagnosis first approach?"},"content":{"rendered":"
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Through Konica Minolta\u2019s extensive usage of <\/span>AIRe<\/span> Link over the years<\/span> w<\/span>e\u2019re<\/span> able to share <\/span>from<\/span> experience<\/span>, <\/span>different <\/span>strategies<\/span> and approaches when it comes to remote support.<\/span> For many service teams, this approach is likely to be a game changer enabling them to increase remote resolution rates <\/span>whilst <\/span>simultaneously<\/span> reducing costs associated with engineer call<\/span>outs. <\/span>That\u2019s<\/span> why <\/span>this article will <\/span>highlight<\/span>,<\/span> how the remote diagnosis first approach <\/span>can be implemented a<\/span>nd what benefits <\/span>teams<\/span> see.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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How to carry out remote diagnosis first approach <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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The remote diagnosis first approach is a <\/span>customer-focused<\/span> method<\/span> of troubleshooting in which service teams <\/span>prioritize<\/span> diagnosing<\/span> issues remotely, before resorting to an on-site callout. <\/span>Here\u2019s<\/span> how <\/span>to effectively carry out this approach.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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1) Connect visually with customers immediately <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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When customers call for <\/span>assistance<\/span> with their machinery<\/span> or <\/span>equipment<\/span>, <\/span>immediately<\/span> r<\/span>equest <\/span>they<\/span> connect via <\/span>AIRe<\/span> Link remote support. <\/span>Right away your service team can see and identify with greater accuracy the issue present<\/span> w<\/span>hich<\/span> is more efficient compared to <\/span>having customers explain what they<\/span> see.<\/span><\/span> <\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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2) Identify their issue <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Request the customer show you the issue using <\/span>their device\u2019s camera<\/span> when <\/span>connected<\/span> through<\/span> AIRe<\/span> Link. <\/span>Being able to see what they see makes it more likely <\/span>to<\/span> identify<\/span> the root cause of their issue.<\/span> You can even ask them to open panels or other elements to get a better look.<\/span> Through this approach<\/span>,<\/span> y<\/span>our technicians <\/span>are able to<\/span> determine<\/span> with more confidence if a remote resolution is possible or if an on-site <\/span>visit<\/span> is required due to safety<\/span> concerns<\/span> or other factors.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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3) Attempt remote solution<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Once the issue has been <\/span>identified<\/span>, <\/span>attempt<\/span> a remote resolution by guiding the customer through <\/span>the <\/span>necessary repair steps.<\/span> AIRe<\/span> Link\u2019s 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.<\/span> Issues <\/span>that cannot be resolved<\/span> remotely should then be escalated <\/span>for an<\/span> on-site visit.<\/span>\u00a0<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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4) Escalate issues backed with detailed information <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Cases that cannot be resolved remotely should then be escalated as a last resort to the on-site callout team.<\/span> The best part is prior diagnosis carried out through <\/span>AIRe<\/span> Link <\/span>are <\/span>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.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Benefits service teams notice once remote diagnosis first is implemented<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Less callouts required per fix <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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With traditional methods, engineers are sent on-site to diagnose customer issues as the first approach. <\/span>While most simple problems can be resolved right awa<\/span>y<\/span>, complex issues <\/span>might require spare<\/span> parts to be ordered.<\/span> Engineers upon realising this<\/span>,<\/span> would have to return another day with the spare part to carry out repairs.\u00a0<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Service teams that take advantage of the remote diagnosis first approach <\/span>are able to<\/span> identify<\/span> what spare parts are <\/span>required<\/span>. They can be ordered in advance with engineers sent on-site with the correct tools and parts to undertake repairs. <\/span>T<\/span>here\u2019s<\/span> no need to go back and forth.<\/span>\u00a0<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Service teams can resolve more issues overall <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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With simple<\/span> issues <\/span>being<\/span> handled remotely, engineers can focus their time <\/span>on<\/span> resolving critical issues that require their in-person <\/span>expertise<\/span>. <\/span>This optimised workflow enables services teams to resolve more issues remotely<\/span> which free\u2019s up engineers to tackle complex issues that cannot <\/span>be resolved remotely.<\/span>\u00a0<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Customers experience less waiting times <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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By resolving simple issues remotely and delegating complex problems to your engineering team<\/span>, y<\/span>ou reduce waiting times customers experience significantly.<\/span> Customers <\/span>facing <\/span>simple issues<\/span> will<\/span> receive quick<\/span>er<\/span> solutions remotely<\/span>. <\/span>Those with complex issues requiring an in-person visit <\/span>can <\/span>now<\/span> be<\/span> serviced faster as engineers have more time<\/span>. No longer is time wasted on resolving simple problems in-person.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Service teams reduce costs <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Service teams often notice <\/span>their operating costs <\/span>are <\/span>reduce<\/span>d<\/span> after implementing the remote diagnosis first approach<\/span>. <\/span>This is because <\/span>more issues are now being resolved remotely so less engineer callouts are <\/span>required<\/span>. <\/span>Expenses associated with travel and <\/span>accommodation<\/span> are reduced while customer <\/span>still receive the high-quality services expected, but now remotely.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

Discover what the remote diagnosis first approach is. Service teams use it to increases remote resolution rates and reduce engineer callouts<\/p>","protected":false},"author":7,"featured_media":2513,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_themeisle_gutenberg_block_has_review":false,"footnotes":""},"categories":[44,17,43],"tags":[],"class_list":["post-2497","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-best-practices","category-blog","category-remote-support-best-practices"],"yoast_head":"\nWhat\u2019s the remote diagnosis first approach? | AIRe Link<\/title>\n<meta name=\"description\" content=\"Discover what the remote diagnoses first approach is and how service teams are using it to increase remote resolution rates and reduce engineer callouts\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.aire.link\/cs\/blog\/remote-diagnosis-first-approach\/\" \/>\n<meta property=\"og:locale\" content=\"cs_CZ\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What\u2019s the remote diagnosis first approach? 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