Magazin | News
12.11.2020

Visual Assistance wins Service Management Award

Service Sight by Sight - Windmöller & Hölscher is one of the top three companies honored in the Service Management Award. Every year, the German Customer Service Association awards the prize for particularly outstanding service approaches. With its VISUAL ASSISTANCE service, W&H in the end took 3rd place.

Under the motto "Knowledge, Efficiency, Sustainability - This is how service works in times of crisis", the digital congress of the service association KVD took place from November 4 to 6, 2020, at which the Service Management Prize is also awarded. Windmöller & Hölscher was nominated for the prize with its innovative VISUAL ASSISTANCE service, with which the Lengerich-based machine manufacturer offered its customers immediate assistance during the Corona pandemic and the corresponding lockdown.

This is VISUAL ASSISTANCE

And this is how it works: with VISUAL ASSISTANCE, W&H customers can benefit from the expertise of service technicians in the company even from a distance. Digital technology enables machine operators to solve problems quickly and efficiently with direct instruction from an expert via video and audio transmission with data glasses or smartphone. Connected via a special app, W&H service technicians can see what the operators see in real time, and so enabling them to quickly find a solution without the need for a service technician to travel.

SERVICE 4.0 - Digitization of Support

At the beginning of the Corona Pandemic, the VISUAL ASSISTANCE service was initially made available to all W&H Remote customers free of charge. In the meantime, more than 300 customers have registered to use the innovative service offer: "With VISUAL ASSISTANCE, we have taken an important step towards digitalization in service. In the future, we want to expand our remote support even further in order to provide our customers with the best possible support in every situation and at all times", says Christoph Rieger, Product Manager for Services at W&H.

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