Samsung’s Home Appliances Remote Management (HRM) tool reduces service wait times and enhances customer experience through AI-powered remote diagnostics and troubleshooting
Advisors can resolve issues faster, reducing the need for in-home visits and providing proactive solutions to customers
HRM enables real-time issue resolution with remote counselling, monitoring, and control features for Samsung smart appliances registered on the SmartThings app
Samsung, India’s largest consumer electronics brand, has launched its Home Appliances Remote Management (HRM) tool, a next-generation remote diagnosis and troubleshooting solution that significantly reduces service wait times and enhances customer experience.
By harnessing the power of AI-powered remote diagnostics and troubleshooting, Samsung technicians can now resolve issues faster, reducing the need for cumbersome in-home visits. This innovative technology not only enhances customer experience with rapid resolutions and reduced downtime but also sets a new benchmark for the industry, redefining the future of customer care and reimagining the relationship between consumers and their smart home appliances.
“Samsung Service is at the forefront of home appliance diagnostics, leveraging advanced tools to identify issues with pinpoint accuracy. Through its smart diagnostics service, customers can get proactive solutions by troubleshooting and resolving problems remotely, minimizing the need for a technician visit. This breakthrough significantly reduces wait times, ensures faster resolutions, and provides timely updates on product maintenance, ultimately enhancing the customer experience,” said Sunil Cutinha, VP, Customer Satisfaction, Samsung India.
HRM enables real-time issue resolution with remote counselling, monitoring, and control features for Samsung smart appliances registered on the SmartThings app. SmartThings is a customer-facing app, which works as an appliance operating tool and captures usage patterns. With this innovation, Samsung continues to lead the way in smart device management, making home appliance maintenance more efficient and hassle-free for consumers worldwide. When a customer contacts Samsung’s support team regarding an issue with their home appliance, the HRM system automatically detects the registered device’s model and serial number through Samsung’s CRM (Customer Relationship Management system). Upon activation, contact center advisors can remotely diagnose, monitor, and even control certain appliance functions post customer consent, providing immediate troubleshooting guidance.
How HRM Resolved an AC Cooling Issue
With summer arriving early in Chennai and temperature rising above 35⁰C, Rohan Luthra’s air conditioner was cooling less efficiently. Fortunately, since Rohan had the SmartThings app installed on his smartphone and the AC was already registered in the app, he received an error notification. Immediately, Rohan requested support through Home Care service in SmartThings and got connected to the contact center advisor. Upon consultation, the advisor diagnosed the issue through HRM’s remote diagnostics, and informed the customer that its microfilter required cleaning and provided a step-by-step guide to Rohan over the phone call, restoring the AC’s cooling efficiency within minutes without the need for an on-site visit.
This real-world example underscores how Samsung’s HRM tool is transforming customer support, making smart appliance maintenance more efficient, proactive, and hassle-free.