RemoTe: a New Family of Services for Remote Assistance

Customer care tools to provide full technical assistance through remote systems and mobile devices.

RemoTe is meant to increase the operators’ abilities in allowing them to work remotely in real-time on a customer’s problems.
RemoTe is meant to increase the operators’ abilities in allowing them to work remotely in real-time on a customer’s problems.

RemoNow works on the platform Ubiquity and should be natively integrated with the company’s systems.RemoNow works on the platform Ubiquity and should be natively integrated with the company’s systems.RemoLive is designed to grant direct and rapid communication through video call, making the service interactive.RemoLive is designed to grant direct and rapid communication through video call, making the service interactive.SEA Vision, a vision systems provider for the pharmaceutical and packaging machinery industries, is working to ensure the support of customers who need technical assistance. The focus of the company’s Customer Care department concerns these remote support services, intended to provide full technical assistance. SEA Vision conceived the RemoTe family, including RemoNow and RemoLive.

Previously, the company’s operators could only manage customers’ technical issues by opening a ticket and working via email or requesting a technician be sent to the customer’s site. RemoTe is meant to increase the operators’ abilities in allowing them to work remotely in real-time on a customer’s problems. This change has also been made to optimize intervention time and reduce technician travels as well as machine downtime.

RemoNow

RemoNow is designed to allow for a connection between your remote system and our Service Team, helping SEA Vision to more easily detect the root cause of the problem. RemoNow works on the platform Ubiquity and should be natively integrated with the company’s systems, but it can also be installed on many of the older versions.

The following are some of RemoNow’s features:

  • Quick assistance 
  • Faster and more secure connection
  • Intuitive User Experience
  • Direct access (no log-in)  
  • Access and quality policies compliant
  • Chatroom available for maximized interaction

RemoLive

RemoLive is an alternative or additional service created to be used on mobile devices, by installing the application Acty.  RemoLive is designed to grant direct and rapid communication through video call, making the service interactive.

Features include:

  • Screen or “frame” capture functions for real-time image sharing to SEA Vision Service Team operator
  • Easier and rapid issues identification
  • Shorter times for problem-solving
  • Augmented reality tools incorporated 
  • Chatroom available for maximized interaction 
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