WMF Professional Coffee Machines has launched WMF Remote Service Desktop, a new remote maintenance tool that allows global and secure access to WMF coffee machines.
Whether a customer has a technical problem or a fundamental question about the operation of their coffee machine, WMF support can assist by phone call with the new tool.
Depending on the specific case and diagnosis, a WMF service expert can offer quick and effective assistance. According to WMF, this will reduce downtimes and allowing optimum planning of the subsequent deployment of technicians and the necessary spare parts, resulting in a significant increase in daily sales and customer satisfaction.
A secure connection is established via the telemetry platform WMF CoffeeConnect. Based on the information provided and with confirmation from the customer, the technician can access the machine remotely. This security check prevents unauthorised or accidental operation of the machines. The machine software itself also offers several security functions, so that beverages are not accidentally initiated during remote access.
While performing the diagnosis, the service expert has access to all functions and software menus, and the user can follow the individual steps in real time on the machine display. For example, if a beverage overflows or the volume produced is insufficient because the fill level of a recipe is set incorrectly or due to a new cup size, a WMF expert can make the necessary changes directly in the machine system and then asks the customer to perform a test to verify that the adjustment has been successful.
In addition to operational support, the WMF Remote Service Desktop also means that an expert can be deployed faster if remote diagnosis indicates a technical problem. Here, the WMF Remote Service Desktop provides a technician with all relevant information on the malfunction and the components which are affected or required.
With the widespread introduction of this new function, WMF is continuing its innovation strategy and further expanding its position as a technology leader.
For more information, visit www.wmf.com