Digital assistance around the clock
A software suite from GF Machining Solutions ensures that customers can get help with their machines faster and more efficiently. Digital Services Business Developer David Labadie is in charge of rConnect and explains the service solution in "Innovator’s Insight".
Seamless Support:
Customers of GF Machining Solutions can submit service requests directly from the machine‘ s user interface.
Live Remote Assistance:
Expert knowledge close at hand. With the Live Remote Assistance hotline, GF employees can remotely repair customers’ machines.
24/5 Service:
Since the worldwide customer services have been networked, an Italian customer, for example, can now get support from the US team outside business hours.
The challenge
Before rConnect existed, customers of GF Machining Solutions contacted customer service by email or phone. But waiting for a response costs valuable time, and information that comes over the phone is not really accurate. We wanted to develop digital solutions that would enable customers and GF experts to communicate faster and more efficiently, as well as to remotely diagnose issues correctly.
© GFDivision: GF Machining Solutions
Standort: Meyrin (Schweiz)
Bei GF seit: 2001
David Labadie
Position: Digital Services Business Developer
Division: GF Machining Solutions
Location: Meyrin (Switzerland)
Joined GF in: 2001
The process
During the pre-launch development in 2017, a market analysis was used, and in the further development of the rConnect software suite, design thinking methodology was also applied. We are focusing on continuously maximizing the service. Until recently, it was still tied to working hours. Since mid-2022, the service is available day and night.
The result
The platform consists of different digital services. With the new feature, Seamless Support, the customer can submit a service request not only from anywhere with a computer or a smartphone, but now also even directly from the machine user interface, and communicate with GF experts via chat, whiteboard and camera. Via the Live Remote Assistance hotline, GF experts can remotely control the machine. For the new round-the-clock Extended Remote Support service, we have connected the local customer services around the world.