STIEBEL ELTRON launches two new services to help partners deal with installation and aftersales issues.

STIEBEL ElTRON’s aim to be the partner of choice for installers of heat pumps and electrical heating and hot water products was underlined by the launch of two new partner services this week.

The first tool is an app that allows STIEBEL ELTRON’s remote technical support teams to see directly through the camera of an installer’s phone and provide notes and drawings over the top of the view. This means that whilst they are directing a partner to press a button or interact with a particular component they can, for example, draw an arrow towards it on the screen in real time. 

“This augmented reality app offers the chance for our team to escalate calls to helpdesks into live visual support sessions, helping the team to speed support and minimize frustrations on site,” said Managing Director Mark McManus. “All customers will need to do is click on a link that is texted to them to join the session on their mobile device.”

The second tool allows users on the website to quickly find solutions to problems specific to a certain product. By entering a product number (or selecting a product name from a drop down list) it is possible to then search for answers to common questions or solutions to product or installation issues. The tool is available to end users – which will help reduce service pressures on installer partners – but has a higher level of access for those registered and logged in as installer or service partners on the website. It covers the whole product range from small water heaters up to large ground source heat pumps. 

“Our aim is make our products easy for installers to install and support. This tool is another part of our ongoing drive to reduce administrative and service burdens on our partners whilst increasing end customer satisfaction,” explained Mark.