mXremote

Remote visual assistance for rapid support and problem resolution, mXremote.

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Do you spend a lot of money on unnecessary callouts? Do you have inexperienced colleagues or new hires operating in customer environments? Do your experts spend a lot of time on the road attending callouts?
Trying to solve customer problems or supporting colleagues on-site with phone calls can sometimes be frustrating, leading to costly and avoidable site visits by more experienced colleagues. Imagine instead, an online remote assistance solution that lets you visually guide your customers, operators and field technicians to you “see what they see” via their smartphone or tablet devices to support and solve problems safely and securely wherever you are.

mXremote is a user-friendly, remote assistance solution that connects you to your customers or colleagues on-site for instant advice, support and rapid issue resolution. This eliminates avoidable call-outs and reduces the waiting times for resolving common issues, improving your customer experience and satisfaction. It is a completely web-based system, so there’s no need to download or install any apps.

mXremote provides ‘real-time’, remote assistance by accessing the camera stream of your customer or colleague’s smartphone or tablet. This means you can very quickly troubleshoot anything from a failed boiler part in the home; faulty equipment on the factory floor to carrying out a property maintenance inspection, or a pre-sales/installation survey – all from the comfort of your desk.
With mXremote it allows you to ‘see what they see’ so you can better support your customers and colleagues with specific step-by-step instructions to help them troubleshoot problems. Your experts can start providing remote assistance in 3 simple steps:

CONNECT
Step 1 – log in online to the mXremote system

INVITE
Step 2 – send a private session link (via email or SMS) invitation to your customer or colleague

GUIDE
Step 3 – wait for them to join the call and start to ‘see what they see’ 

Visual troubleshooting
Empower your customers and colleagues with visual ‘see what they see’ guidance, to troubleshoot and solve issues faster, first time.
Live annotation on the caller’s screen
Draw or annotate on your customer or colleague’s smartphone or tablet screen in ‘real-time’, highlighting contextual points of interest instantly. This makes it easier to provide clear guidance and is ideal for people that respond better to visual cues.
Sharing links and documents
Instantly share links to websites or supporting online content, user guides, manuals, diagrams, product sheets and other resources.
Invite additional assistants
If you want to bring a different skill set to help out during the session, you can invite colleagues to share their expertise to help solve customer problems quicker.
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Session recording
Record parts or all of the session to provide a document trail, reference material or use for training purposes.
Reduce site support costs
Assess issues and situations much quicker, reducing travel costs and journey times, and allowing more customers to be supported sooner.

Want to find out more?

A well-known European Boiler manufacturer has successfully used mXremote for the last few years to reduce customer callouts and increase the number of pre-sales surveys conducted.

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Let mXremote help you:

Reduce costly and avoidable call-outs by allowing instant remote visualisation of a situation.

Diagnose and resolve problems quicker by seeing the situation as if you were physically there.

Ensure a positive customer experience every time by reducing downtime and site visits.

Contribute to controlling climate change by reducing travel to customer sites.

Keep your employees safe by reducing travel risks and exposure to potentially dangerous work sites or contact with customers.

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