As more and more technologies fill devices, it becomes difficult for the customer to assess a problem experienced or occurring on a product. 

This is one of the main problems faced by after-sales service teams. How can you know the real state of the problem if the person on the phone cannot describe it correctly? The costs generated by traditional customer service (after-sales) are generally a significant part of the operating budget of any product launch.

One of the revolutions brought by the Internet of Things (IoT) is enabling remote diagnostics of a machine connected to the Internet.

The idea behind Assisted Diagnostics is to let technical-service agents obtain valuable information about the device and its problems, without having to talk to the user and waste costly time trying to communicate. However, this does not replace the important relationship you must have with the customer. It does, though, allow remote diagnostics and avoids the frustration of poor communication or the costly dispatch of a repair technician just to make an initial assessment of the problem.

It is a fast, effective way to make a first diagnosis and then send the right person, with the certainty of having the right spare part to carry out repairs if necessary.

Making a machine’s internal diagnostics available remotely is the key to fast, effective troubleshooting.

The data is available at any time, and it is even possible to interact with the machine during the diagnostic process.

Less time spent diagnosing the problem lets your technical staff focus on the challenges that bring more value to the company.

Products and services become inseparable. Assisted Diagnostics lets the technician leave for the customer’s site with the right spare part.

Saving time and staff generally means a significant saving in operating costs.

Smart Diagnostic is an effective way to reduce your costs while increasing the quality of your service.

Penteract provides the interconnection platforms needed to get your unconnected devices connected. Thanks to emWay — cellular, WiFi or Ethernet — you can enter the world of IoT quickly, safely and at low cost, and set up a remote diagnostic system for your devices.

Thanks to emAir, in just a few minutes you can set up a remote monitoring and diagnostic system for your devices, with all the latitude you need to evolve your platforms according to your needs.

Large companies are realizing the enormous potential of taking a proactive approach to their product. Not only does the data collected by IoT serve to diagnose the device, but it can also provide meaningful information about usage and anticipate failures that are often more costly down the line. 

It also gives a global view of your product, but on a larger scale that until now was hard to reach. Part lifespan, defective batches, minor failures causing long-term problems — in short, everything can now be analyzed in near real time thanks to the power of our platforms.

Our clients use the PUSH NOTIFICATION technology available through the emAir system for the APPLE and ANDROID platforms to alert their customers to any problems found on their connected devices.

With a simple command, the customer instantly receives a message on their phone as soon as a problem is detected on the device. 

Our team of Internet of Things experts is at your service. We can help with your development strategy so you make the best choices for your project, and work with you to ensure your company’s success. Build your business and let us take care of your technology — that’s our specialty!