TOMRA Sorting Recycling has launched TOMRA Care Visual Assist, a new remote assistance tool which further enhances TOMRA’s global provision of fast and effective customer support and helps to maximise machine uptime.
TOMRA
TOMRA Sorting Recycling launches a new remote assistance tool to maximize machine uptime
TOMRA Care Visual Assist places TOMRA's experts in front of the customer's machine, enabling swift problems resolution and reducing the need for in-person visits.
TOMRA Care Visual Assist also provides a means of delivering training and knowledge sharing.
Peter Geisler, Service Director at TOMRA Sorting Recycling, said: “The application is very easy to use and requires no equipment other than a mobile phone with a camera. When a customer requests support through a message, email or phone call, one of our experts sends an invitation to initiate the session. When the app opens, it seamlessly links through to a call with the TOMRA expert best suited to help them with the specific challenge they are facing. When connected, they communicate through voice and video.
"TOMRA Care Visual Assist enables a greater level of clarity in the communication and information transfer between the person on-site and the expert providing remote guidance. Our customers’ technicians and TOMRA’s on-site engineers get the support they need to resolve any issues immediately, bringing machines quickly back into operation. If a spare part is required, TOMRA's experts can easily identify what is required and ensure the right spare is sent, increasing the first-time fix rate."
This new tool is part of the TOMRA Care range of services which aims to ensure machinery performs at the highest level of efficiency for their entire lifespan.
