The two-way real-time connection via chat function - and video telephony with live image transmission - allows problems to be solved quickly and efficiently. A system reports an error, a problem arises during maintenance work, a spare part is not in stock, or there is a technical query about a machine or process: these are only some of the reasons why the Ecoclean service team might need to be contacted in order to get a cleaning system operational again as quickly as possible.
The application software, which is currently available in seven different languages, automatically forwards service requests directly to the service staff at the responsible Ecoclean branch. Various menu options are available for contacting the service team, such as ‘report malfunction’, ‘spare parts inquiry’ and ‘technical support’. This pre-selection helps to ensure that the request is routed to the appropriate member of the relevant service team. If a company has more than one Ecoclean cleaning system, the machine in question can be selected from the ‘My Machines’ menu. This way, service employees know exactly which system is affected as soon as they are contacted, and have the necessary documentation at hand.
During the service request, a two-way real-time connection with chat, photo and video functions simplifies communication between the machine operator and the Ecoclean service team. For example, the photo of a defective component can be sent live, enabling it to be quickly identified by the service employee, and an order or quote initiated. The information and instructions required to remedy a problem, or for system maintenance, can be transmitted directly to customer’s staff by smartphone. Video chat allows helpdesk employees to follow the work being carried out in real time and intervene immediately if something goes wrong. With the telephone or chat function, queries can be answered straightaway or more detailed instructions given.