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Service business 2.0: digital, proactive, efficient

Remote diagnostics refers to web-based analysis and correction of faults on technical units at a different location. Larger service companies in the HVAC industry have already discovered the potential for their daily business and are expanding their range in an effort to boost efficiency and customer satisfaction. A concrete example of an application with 194 remotely managed Vaillant Group system boilers reveals an average drop of in fault-related downtime of 15 hours for end customers.


Pilot project with 194 digitally managed Vaillant Group system boilers

Madrid, March 2020. A pioneer pilot project kicks off. The Vaillant Group’s API DIAGNOSTICS SERVICES data interface connects 194 system boilers with the customer relationship management (CRM) system of one of the largest local service companies in the country. They continuously provide unit status data as well as fault messages such as ’Heating water level too low’, ’Start-up failure: ignition unsuccessful’ and ’Flame loss: ignition unsuccessful’. The service company used these data for remote diagnostics and was able to fix the majority of the alarms remotely on the phone in less than 8 hours.


Boost customer loyalty over the long term and increase efficiency with a significant reduction in downtime

The service company was able to gain valuable knowledge as it managed 194 heating installations for a period of one year. For the installations managed by the service professional with remote diagnostics, heating downtime at the end customer’s location dropped by 15 hours, as transmission and analysis of heating system data from off-site make service calls faster and more efficient - and increase customer satisfaction.


Remote monitoring for proactive, more efficient service calls

Continuous digital remote management of the heating installations provides the service company’s IT system with fault messages in real time, allowing service technicians to respond at once. Proactive, even before the end customer has the chance to notice the effects of the heating failure. From off-site, the service technician can immediately and easily view individual heating parameters and conditions in their IT system and consult the API DIAGNOSTICS SERVICES to obtain information regarding potential fault sources and troubleshooting instructions.


Remote diagnostics for faster, more targeted service calls

Equipped with the knowledge provided by remote diagnostics, the service technician can contact the customer, arrange an appointment and bring along the tool or spare part they'll actuall need, which reduces the number of trips and, in some cases, eliminates a second appointment at the customer's location, saving valuable time for both parties. Most of the time, all it takes is a call to the customer, guiding them on the control panel with instructions over the phone - for example, when fault code F.22 appears and it’s necessary to top up heating water.


Minimise service calls with remote maintenance, optimise heating mode, maximise heating installation service life.

Ideally, the service technician can prevent service calls with optimised heating adjustments made remotely. A significant boost in convenience for the customer combined with an increased sense of security, as their service professional always keeps an eye on their heating from off-site. Adjustments can also be made to the heating from off-site, which optimises operation, maximises efficiency and cost-effectiveness, and increases the service life of the heating installation.


Extending intervals for on-site servicing with ongoing remote maintenance

Ongoing remote maintenance also makes it possible to extend intervals for on-site maintenance from one to two years, which saves time for the customer and service company. At the same time, remote maintenance is easier to plan for service companies and thus contributes to seasonal utilisation in the summer.


Optimised full-service business with remote-maintenance contract

What does the end customer need to do for this full service? Little. In addition to concluding a maintenance contract with their service partner, they have to consent by email to their service partner accessing their heating data, as well as agree to observe data protection guidelines. The Vaillant Group provides the service company with the associated legal wording. The API DIAGNOSTICS SERVICES data interface is compatible with all the Vaillant Group’s Internet-enabled system boilers, which refers to all Vaillant Group system boilers constructed in 2007 or later - and thus a continuously growing number of existing units with servicing requirements. The Vaillant Group data interface can be individually integrated into the service company’s IT system and thus ensures efficient, reliable full-service business.