Viessmann Climate Solutions UK has adopted a remote visual assistance platform, from TechSee, to enhance customer service and installer support for its heating and climate solutions. By allowing technical support teams to see what the customer or installer sees via a smartphone camera, the platform has improved diagnostic speed, improving the customer journey when seeking help and advice via technical help line.
The introduction of TechSee has significantly improved Viessmann’s customer service operations by resolving problems via the technical helpline, reducing engineer callouts and minimising the environmental impact of travel. It is supporting Gas Safe engineers with technical solutions and advice, and supporting end-users with simple controls and product operation advice.
The system allows Viessmann staff to guide users or engineers by annotating live video, pointing out testing points, highlighting components and sharing documents during the call. This enhanced interaction has streamlined support for both Gas Safe engineers working on complex installations, such as heat pumps, and for end-users needing help with product controls.
John Williams, operations manager for customer service at Viessmann Climate Solutions UK, says the increasing sophistication of modern heating technology has made traditional phone support less effective. With all Viessmann boiler models since 2020 including integral WiFi, the company has sought to match its evolving products with equally advanced support tools.
“We’re not just talking about gas boilers anymore,” explained Williams. “With our current E3 platform having internet compatibility as standard and with sales of heat pumps and other renewable technology increasing, our level of remote technical support has to adjust accordingly, along with our constant efforts to improve our customers’ journey. Being able to see what the engineer or customer sees when in front of the product makes a huge difference to the advice our team can provide.”
Williams first encountered the TechSee system during a call with his broadband provider and immediately saw its potential for Viessmann’s own service operations. A meeting with TechSee followed shortly after, and the platform has now become a core part of the company’s customer service strategy.
Although primarily designed for installer support, the system is also helping homeowners resolve minor issues without needing a site visit. Customers can be sent a video call link by text, enabling a technician to walk them through a solution remotely.
Internally, the platform has also improved efficiency by enabling senior technical staff to support junior colleagues in real time, avoiding delays caused by unnecessary problem escalation.
The technology has also strengthened internal operations. More experienced members of the technical support team can now assist junior call handlers in real-time, reducing unnecessary escalations and resolving problems on the spot.
“Using TechSee has transformed how we support our installers and end-users,” adds Williams. “The ability to visually diagnose an issue in real-time saves time and resources while delivering a faster resolution for our customers.”
