Remote service

Empower service center personnel to perform like your best experts

Dezide makes sure, that you capture all steps a technician or customer has performed, and allows service agents to continue troubleshooting right where the field technician or customer left off.

When a customer or technician calls for help, we need to provide the best help possible. With Dezide you can offer the most efficient way to solve an issue – allowing your service agents and technicians access to expert troubleshooting knowledge and know-how across your entire product portfolio.

Dezide even captures the state of the machine ( IoT data) and interprets it for a fast and more accurate troubleshooting experience.

Service centers

In Help Desks and Service Centers, we often see that a few people really excel in providing fast and accurate support, while the vast majority provides just an okay experience for the customer or technicians calling for help.

However, providing an okay experience is just not good enough in today’s competitive service environment.

At Dezide we ensure your entire service center performs at their best by guiding them with real-time, consistent, step-by-step instructions to resolve issues in the most cost and time efficient way. Dezide leverages machine learning and AI to constantly improve the knowledge base and in combination with IoT, Dezide can even automate much of the troubleshooting and diagnostic such that when a customer or technician calls for help, we already know what the cause of the issue is.

Monitoring centers

In a monitoring center it’s important that we understand the alarms and errors correctly, such that we can address them efficiently, resolve them remotely or dispatch with the right tools and parts.

Dezide allows each person to interpret and diagnose the alarms correctly, but much more than that. We guide users through the most optimal troubleshooting path, leading to faster resolution, fewer dispatches, and when dispatched we do so with the right tools and parts.

When we do need to dispatch, all information can be sent to the technician who can continue the troubleshooting session on their own device. Once done, the session is saved and sent back along with all the steps carried out by the technician

Dezide connects to your SCADA systems and even to the asset itself, such that all data is processed and interpreted correctly – leading to much faster solutions and the right solution the first time.

The best knowledge bases are built by combining the expertise from the engineering department and the tribal knowledge from the best experts in the field providing feedback on a daily basis.

Dezide puts the power of your problem resolution experts in the palm of your technicians anywhere in the world.

Remote Service

Structure and optimize call center processes in a dynamic and flexible way, by using the same knowledge base for both backend operations and all call center agents. This improves knowledge transfer from front-end to technicians when dispatching making sure they have the best possible information with them in the field.

Furthermore, automating call center processes extensively through Dezide’s Data Collection Framework has an incredible effect on efficiency and quality.

Empower call center personnel to perform like your best experts.

Fewer repeated calls

Reduced average handling time

Increased first-time call resolution

Better informed technicians when dispatching

Key features

Integrate with existing IT landscape

Integration with existing infrastructure will ensure that all cases are logged and kept within the current CRM system. We make sure that all relevant data flows between the systems to maximize transparency in the process.

Explain with rich media

As issues can be very tricky and complex in nature, it is vital that each troubleshooting step contains explanations, images, schematics, and videos, to make sure that each technician can follow the details of how to perform any steps in a troubleshooting guide in the best way possible.

Better informed technicians when dispatching

As the casual AI troubleshooting guides streamline the process for the agents and the entire troubleshooting session history is captured and transferred when escalating to the field server, the technicians feel much better informed when on-site.

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Remote service workflow

Typical alert workflow:

Error code is triggerede on product and IoT machine state data is transferred to the monitoring center

Monitoring center picks up the alarm and the right troubleshooting guide is found

Remote agent starts troubleshooting and the troubleshooter automates the sequence using the IoT Machine data. If the agent is able to resolve the problem remotely the case is closed, but if a field service engineer needs to be dispatched, the flow continues…

he Agent creates an escalation to the service management system and the troubleshooting data is attached to the ticket (typically Salesforce)

The service management system in turn creates a workorder and a field technician is dispatched

The technician fixes the problem on-site by picking up the troubleshooting session started by the remote agent and the IoT data is used here too – maybe a refreshed version straight from the machine

Remote service

When a customer or technician calls for help, we need to provide the best help possible. With Dezide you can offer the most efficient way to solve an issue – allowing your service agents and technicians access to expert troubleshooting knowledge and know-how across your entire product portfolio.

Dezide even captures the state of the machine ( IoT data) and interprets it for a fast and more accurate troubleshooting experience.

Service centers

Monitoring centers

Remote Service

Key features

Integrate with existing IT landscape

Explain with rich media

Better informed technicians when dispatching

Remote service workflow

Let's show you how it works

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