Top isotope technology provider increases customer satisfaction by 30%

Empowering Manufacturing Excellence 

Top isotope technology provider increases customer satisfaction by 30%

Food and beverage operations Food and beverage manufacturing

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.

Eckert and Ziegler GlarAssist DEMO

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.

“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.

Benefits and Results Eckert & Ziegler Case Study

Productivity increase

Benefits and Results Eckert & Ziegler Case Study

Problems solved faster

Result obtained with a Visual Remote Assistance tool

Customer satisfaction

Learn all about this success story

Fill out the form and download the Eckert & Ziegler Case Study for free to learn more about:

  • The Visual Remote Assistance technology.
  • Visual Remote Assistance Industries and Use Cases.
  • The implementation of these solutions.
  • The full list and detailed description of benefits that Visual Remote Assistance can bring to any business.

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