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Solving sophisticated workshop problems even quicker using the Bosch Visual Connect app

Nico Krespach

Nico Krespach >

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Bosch expert virtually looks over the shoulder of the technician

  • Compared to normal communication systems, sophisticated problems are solved 50 percent faster thanks to Visual Connect
  • Step by step, Bosch experts guide workshop technicians to a satisfactory solution via their smartphones
  • Visual Connect is included in the subscription for technical support without incurring extra costs for the user

Karlsruhe/Plochingen – Sometimes even highly experienced workshop technicians cannot find a suitable solution for specific and highly sophisticated technical problems on customer vehicles. This is where a Bosch expert and the Bosch Visual Connect smartphone app combines to help out the workshop technicians. Workshop customers who subscribe to both Esitronic software and technical support, can get expert advice delivered straight to the workshop using their mobile devices. The smartphone camera allows the Bosch expert to literally look over the workshop employee’s shoulder. For this purpose, the Visual Connect app sends the real-time images to the technical support. This allows the support specialist to see exactly what the workshop employee sees.

In fact, it is often anything but easy to describe sophisticated technical issues on the phone. The Visual Connect app, however, allows workshop employees to show the technical support experts their technical problems in every detail. Step by step, the member of the support team guides the technician to the solution. In addition to this, the technical support is able to draw on the screen as well as to display additional information such as circuit diagrams or the position of hidden components.

First call resolution of most problems thanks to Visual Connect

At the Bosch hotline, more than a 100 experts process the sophisticated problems step by step with the workshop staff in a live environment. This year alone, they already helped out more than 5 000 cases. Not only have Visual Connect customers been supported in Germany, but users from many other countries such as Denmark, France, the United Kingdom, Italy, Switzerland, Spain, the USA, Russia and India have all benefitted from the app. It appears that by using the app, solutions can be found 50 percent faster than it would be the case with conventional communication channels. Furthermore, the rate of problems solved at the first contact with the technical support has also increased by 400 percent thanks to Visual Connect.

“Using Visual Connect, we see ourselves virtually at the workshop. This allows us to identify the problem quickly and to find the integral solution for it. This increases the workshop’s efficiency and saves time with ever more complicated repair processes,” Jörg Hornung, global manager technical support & service at Bosch Automotive Aftermarket explained.

At most workshops, smartphones have already become part of the daily working environment. Therefore, in most cases, the Visual Connect app can also be used without the need for additional equipment. The app itself is available for download at the Android and iOS app stores and is free of charge. Another important fact: Data protection is ensured at all times, even in cases where workshop employees use their personal smartphone in order to contact the technical support.

Contact person for readers:
Robert Bosch GmbH
Automotive Aftermarket
Customer Support
Tel. +49 391 832-29671
Email: Kundenberatung.Kfz-Technik@de.bosch.com

The Automotive Aftermarket division (AA) provides the aftermarket and repair shops worldwide with modern diagnostic and repair shop equipment and a wide range of spare parts – from new and exchange parts to repair solutions – for passenger cars and commercial vehicles. Its product portfolio includes products made as Bosch original equipment, as well as aftermarket products and services developed and manufactured in-house. About 14,000 associates in more than 150 countries, as well as a global logistics network, ensure that spare parts reach customers quickly and on time. AA supplies testing and repair-shop technology, diagnostic software, service training, and information services. In addition, the division is responsible for the “Bosch Service” repair-shop franchise, one of the world’s largest independent chains of repair-shops, with some 15,000 workshops, and more than 1,000 “AutoCrew” partners.

Additional information can be accessed at www.bosch-automotive-aftermarket.com

The Bosch Group is a leading global supplier of technology and services. It employs roughly 400,000 associates worldwide (as of December 31, 2019). The company generated sales of 77.7 billion euros in 2019. Its operations are divided into four business sectors: Mobility Solutions, Industrial Technology, Consumer Goods, and Energy and Building Technology. As a leading IoT provider, Bosch offers innovative solutions for smart homes, Industry 4.0, and connected mobility. Bosch is pursuing a vision of mobility that is sustainable, safe, and exciting. It uses its expertise in sensor technology, software, and services, as well as its own IoT cloud, to offer its customers connected, cross-domain solutions from a single source. The Bosch Group’s strategic objective is to facilitate connected living with products and solutions that either contain artificial intelligence (AI) or have been developed or manufactured with its help. Bosch improves quality of life worldwide with products and services that are innovative and spark enthusiasm. In short, Bosch creates technology that is “Invented for life.” The Bosch Group comprises Robert Bosch GmbH and its roughly 440 subsidiary and regional companies in 60 countries. Including sales and service partners, Bosch’s global manufacturing, engineering, and sales network covers nearly every country in the world. The basis for the company’s future growth is its innovative strength. Bosch employs some 72,600 associates in research and development at 126 locations across the globe, as well as roughly 30,000 software engineers.

Additional information is available online at www.bosch.com, www.iot.bosch.com, www.bosch-press.com, www.twitter.com/BoschPresse.

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