Close to the customers through remote support

A click is all that’s needed: with remote maintenance for Geberit shower toilets, customer service can often rectify faults in a matter of minutes – without travel expenses, waiting time or additional costs for the customers.

Customer advisor Ingmar Drenth receives his first call of the day. On the line is a customer whose AquaClean shower toilet is suddenly no longer responding. The customer is worried that she will have to wait several days for a technician to call by. Ingmar Drenth quickly reassures her: “If you give me access to your toilet through the Geberit Home app, I can take a look straight away.”

“Almost like magic”

A few moments later, and the digital connection is established and the error found. Ingmar Drenth installs an update – and the shower toilet works again. The customer is relieved: “Almost like magic,” she says.

Reducing unnecessary service call-outs

Situations like this are an everyday occurrence for Ingmar Drenth. As a customer advisor at Geberit in the Netherlands, he uses remote support daily – and not only saves time but also numerous on-site call-outs. “This reduces the workload on our service technicians and helps customers quickly and free of charge,” he explains.

Building trust

As the customer service staff have direct access to the complete error history of a device when using remote support, they can analyse technical problems in a more targeted way. “And even if a problem cannot be solved entirely from a distance and a technician is still needed, the customers see that we are doing everything we can to help them,” says Stefan Bötschi, Product Manager International. “This builds trust and brings us closer to the customer.”