Empowering Manufacturing Excellence
Top isotope technology provider increases customer satisfaction by 30%
Company Background
Eckert & Ziegler is one of the world’s largest providers of isotope technology for medical, scientific, and industrial use. The company has multiple subsidiaries and needs to ensure customer satisfaction.
They focus on helping industrial leaders deal with radioactive substances and healthcare. Overall, the German-based company’s goal is to lead the production, exchange, disposal, and storage, of dangerous materials.
The Challenge
Eckert & Ziegler is a service provider that has different subsidiaries. Isotrend, one of these subsidiaries, has a high demand for complex procedures but only has a small team of experts. Therefore, resources are quite limited and difficult to manage. Junior roles are required to quickly learn how to perform complex tasks and procedures, for both national and international customers.
Lack of support
Difficulty in ensuring correct support for customers and frontline workers.
Inefficient training
Junior roles are difficult to train since experts are often busy.
Poor comunication
Isotrend and its mother company struggle to maintain efficient communication.
The solution
In summary, the challenges faced by the company meant one thing: the expert team needed to be centralized and made constantly available to help both customers and junior workers. Additionally, training sessions for junior roles needed to be optimized ensuring an efficient learning curve.
- Provision of efficient Visual Remote Assistance tools
- The expert team is centralized
- Remote training for junior profiles
- Centralized management
“With GlarAssist, we are finally able to keep our most experienced employees centralized, and consequently, our experts are able to solve more customers’ requests than before. Fortunately, both our junior workers and customers are learning how to perform operations they didn’t know before, which improved our operational efficiency and results.”
Benefits of Visual Remote Assistance
Customers and junior workers greatly benefit from this change in remote work. By being able to answer customer needs in real time, which previously wasn’t possible, resolution time and costs were dramatically reduced, and customer satisfaction increased.
Productivity increase
Problems solved faster
Customer satisfaction
The Augmented & Connected Worker
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- The Visual Remote Assistance technology.
- Visual Remote Assistance Industries and Use Cases.
- The implementation of these solutions.
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