New digital services reduce the ecological footprint

Service with sustainability in mind

The most important “emission” of an industrial company will always be the product. However, a corporate strategy geared towards sustainability takes into account the entire process chain in order to identify further levers with which the ecological footprint can be reduced, such as the digitisation of customer service and additional training measures.

Digital services, for example, can make a significant contribution to the company's overall eco-balance and create additional benefits for customers. TECE has therefore repositioned itself in the area of customer service and relies on in- Service with sustainability in mind The most important “emission” of an industrial company will always be the product. However, a corporate strategy geared towards sustainability takes into account the entire process chain in order to identify further levers with which the ecological footprint can be reduced, such as the digitisation of customer service and additional training measures. novative digital solutions that make life easier for customers and help save resources. When it comes to after sales service, the main cause of emissions are the often long and repeated journeys. Since the beginning of the year, TECE has been offering an innovative and practice-oriented online tool for video-based remote diagnosis. The installer uses a smartphone camera to contact a TECE specialist directly online, who then provides live assistance with fault detection. The service becomes more immediate and there are no journeys or duplicated visits – the environment is protected, the damage can be repaired more quickly and customers are satisfied more quickly. TECE also offers its remote diagnosis tool on the international market. Most of the sales companies have already been trained.

TECE remote diagnosis has been met with wholesale approval and satisfaction from tradespeople and service technicians. The online tool has also already proven itself with end customers in solving minor problems, where a specialist is not required to make an on-site appointment with the customer. This is useful, for example, when a small defect in a toilet flush can be identified using a smartphone and a replacement delivery can be arranged without a tradesman having to make an appointment.

Digital customer service benefits — Servicing with remote diagnosis can be much more efficient and cost-effective than with standard customer service with on-site visits and travel. Moreover, with personal service a second visit may be required in the event of unforeseen problems – not the case with remote diagnosis.

Expanding the range of online seminars

Another new feature within TECE's digital service offering, which helps reduce journeys, is a new e-learning platform for online-based training. Under the name "openTECE – knowledge close to you", specialists from the sanitation, heating and air conditioning industry, MEP planners, representatives of the housing industry and architects can find topics from the extensive TECE seminar range prepared as required for the Internet and at home – outside of face-to-face meetings. The focus is on useful content, including current guidelines and changes to standards, which help the participants advance quickly. In the 45 to 60 minute courses, the number of participants is limited to small groups, which allows the openTECE team to respond individually to questions from the participants. Continual training offers like this – whether digital or "analogue" – provide specialists with the opportunity to stay up to date. And this in an industry that is constantly evolving, from technical, normative and legal perspectives.

A summary of all the information on the openTECE offer can be found at www.tece.com/de/academy. Interested parties can also find the dates via this link and register directly for the various webinars.