Panasonic Appliances Air-Conditioning in Europe has announced the implementation of IFS Remote Assistance which is part of a company-wide strategic shift toward a subscription-based business model.
The IFS enterprise software will enable installers, field technicians, engineers and customers to share real-life situational context with remote product experts so that hands-on service and repair instructions can be visually demonstrated and acted upon.
The Panasonic Appliances Air-Conditioning Europe business, comprised of sales, support and technical service staff across Europe, needed a central software solution to ensure a consistently excellent service experience for its clients.
With IFS Remote Assistance, Panasonic Heating & Cooling Solutions is able to remotely diagnose issues, ensure real-time knowledge sharing, and significantly speed up repair rates, which was typically seven days. By reducing or even eliminating the need to make site visits, the company is also able to lower travel costs and environmental impact.
Head of European Service at Panasonic Appliances Air-Conditioning in Europe, Karl Lowe, said investment in the IFS solution is part of a larger strategy to transform the company’s business mindset from product-centric to service-centric and to develop the maturity of its service organization.
"With IFS Remote Assistance, we are leveraging state-of-the-art technology to unleash the full potential of our highly skilled workforce, regardless of where they are based,” he said.
“Not only are we able to navigate constraints, we are actually able to improve repair rates and access real-time performance data to help us gauge and improve our service."
IFS UK and Ireland managing director, Alain Laing, said the move is part of a global trend. "Across the globe, we are seeing visionary manufacturers invest in technology to enable a servitized business model,” Laing said.
“We are thrilled to be part of Panasonic's transformation journey and look forward to doing our part to provide the tools they need so they can ensure the safety of its workforce and a great customer experience."