By Christian Pedersen, Chief Product Officer, IFS
Munters is a global leader in energy-efficient and sustainable air treatment solutions for demanding industrial applications and agriculture sectors. Its 3,100 employees manufacture, sell and maintain specialist equipment from its operations in 30 countries.
Keeping customers’ equipment operating effectively is key to the company achieving high customer satisfaction scores, and the driver behind Munters embracing a new business model based around servitization where equipment uptime is guaranteed. As Roel Rentmeesters, Director of Global Customer Service at Munters put it: “This is a significant shift for our future success.”
Munters’ current business model relies heavily on completing on-site visits, often one to two visits even before initial installation of equipment. “Reducing our reliance on site visits will not only allow us to improve efficiency but being able to perform a remote resolution or diagnosis is a critical step in our journey to servitization,” says Rentmeesters.
As such, evaluation of remote assistance tools has been underway at Munters to find a reliable tool that would enable the company’s technicians to collaborate remotely with third-line support and, ultimately, allow Munters to interface remotely with its customers to reduce the need for as many on-site visits.