Panasonic ensures customer experience consistency with IFS Remote Assistance

With a company-wide, strategic shift toward a servitized, subscription-based business model, the Panasonic Appliances Air-Conditioning Europe business, comprised of sales, support and technical service staff across Europe, needed a central software solution to ensure a consistently excellent service experience for its clients.

With IFS Remote Assistance, Panasonic Heating & Cooling Solutions is able to remotely diagnose issues, ensure real-time knowledge sharing, and significantly speed up repair rates, which was typically seven days. By reducing or even eliminating the need to make site visits, the company is also able to lower travel costs and environmental impact.

“Our investment in the IFS solution is part of a larger strategy to transform our business mindset from product-centric to service-centric and to develop the maturity of our service organization,” Head of European Service at Panasonic Appliances Air-Conditioning Europe Karl Lowe said. “With IFS Remote Assistance, we are leveraging state-of-the-art technology to unleash the full potential of our highly skilled workforce, regardless of where they are based. Not only are we able to navigate constraints, we are actually able to improve repair rates and access real-time performance data to help us gauge and improve our service.”

Alain Laing, Managing Director, IFS UK and Ireland, added, “Across the globe, we are seeing visionary manufacturers invest in technology to enable a servitized business model. We are thrilled to be part of Panasonic’s transformation journey and look forward to doing our part to provide the tools they need so they can ensure the safety of its workforce and a great customer experience.”

Learn more about IFS Remote Assistance at https://www.ifs.com/solutions/capabilities/remote-assistance.

To find out more about Panasonic Heating & Cooling Solutions, please visit www.aircon.panasonic.eu.

About Panasonic

Panasonic Corporation is a global leader developing innovative technologies and solutions for wide-ranging applications in the consumer electronics, housing, automotive, and B2B sectors. The company, which celebrated its 100th anniversary in 2018, operates 528 subsidiaries and 72 associated companies worldwide and reported consolidated net sales of 61.9 billion Euro (7.49 trillion yen) for the year ended March 31, 2020. Committed to pursuing new value through collaborative innovation, the company uses its technologies to create a better life and a better world for customers. Learn more about Panasonic: https://www.panasonic.com/global/.

About IFS 

IFS develops and delivers enterprise software for customers around the world who manufacture and distribute goods, build and maintain assets, and manage service-focused operations. The industry expertise of our people and solutions, together with a commitment to delivering value to every one of our customers, has made IFS a recognized leader and the most recommended supplier in our sector. Our team of 4,000 employees and growing ecosystem of partners support more than 10,000 customers around the world challenge the status quo and realize their competitive advantage. Learn more about how our enterprise software solutions can help your business today at ifs.com.

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