Case Study: Kiloutou Resolved 25% of Requests on 1st Call With Apizee

For over 40 years, Kiloutou has been reconciling economy, environment and human resources by offering the most innovative solutions to an increasingly diverse customer base: construction companies, craftsmen, SMEs, public corporations, administrations, and industries.

Challenge

It sometimes happens that Kiloutou’s equipment encounters malfunctions or even breakdowns, which almost systematically require a technician to come and solve them.

Many unnecessary trips are therefore made, resulting in lost time and unnecessary CO2 emissions. The Group places technical assistance at the heart of its strategic priorities in order to increase and reinforce customer satisfaction.

The company wanted to implement a visual assistance solution that would allow its customer service department to improve the handling of equipment breakdowns and reduce travel.

Solution

Kiloutou has chosen to equip 24 technical assistance managers in the Apizee solution. The solution allows them to provide customers with an initial diagnosis when a problem occurs on rented equipment.

In the event of a question or breakdown, the customer contacts the agency, which will register a request for intervention.

A technical assistance officer will then take over and offer video assistance, if possible. An invitation by SMS will then be sent to the customer so that they can connect.

The Apizee Diag solution does not require any application download or account creation. A single click on the link is enough to share the customer smartphone camera with a Kiloutou technical agent.

Real-time video allows the technical support representative to have visual access to the problem, as if they were on site.

This way, the technician can easily guide the customer in solving the problem or perform a remote diagnosis.

In addition, the solution includes collaborative features such as file transfer, highlighting and annotating directly on the video stream to show parts that need to be checked or repaired.

“We are really fans of this solution! Our customers are asking for it and are starting to have the reflex to ask for a video.

We avoid many trips or at best the interventions of our technicians are optimized because they know in advance what equipment and what pieces to take,” said Guillaume Chevalier, Technical Assistance Manager.

This blog post has been re-published by kind permission of Apizee – View the Original Article

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Apizee helps businesses resolve complex customer issues remotely by combining video calls, screen sharing, co-browsing, visual AI, and a video API in one seamless platform.

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Author: Apizee
Reviewed by: Jo Robinson