The ability to assist customers through remote support has been essential for Scantrol’s products for years. During the Covid-19 lock-down period Scantrol has been working to combine remote support with other online tools for efficient interaction with customers.
Scantrol’s products are designed to make the customers able to handle commissioning, service, and support. This philosophy saves the customers a lot of time and cost and remote support has been crucial to make this possible. Remote support is included in the first year of the warranty.
–During the lock-down period we started to use MS Teams combined with remote support for all projects to secure efficient interaction between Scantrol support, project manager, the customer and winch supplier. Scantrol typically shares remote support sessions through Teams meetings for problem solving, analysis and discussions. Our experience is that we can achieve a lot of work without being on-site customers facilities or onboard the vessels. If a customer needs expertise from Scantrol, assistance is available through remote support. Our support system is tuned for the future, explains Rolf Hjelmeland, Business Development Manager for Scantrol AHC.
Worldwide online training
MS Teams has also been an important tool for online training of customers. Through basic training the customers get capable of integrating the product and gain knowledge about features and functions and how to achieve maximum benefit from it.
Scantrol recently arranged an online training course for Fugro, one of the major subsea players in the industry, where 20 persons participated from different parts of the world. Scantrol has been supplying AHC controls Fugro for years, who normally handle the integration on their own. Fugro recently started to use the mTrack AHC controller and needed training to be capable of the integration towards their own system.
-–This experience is important for how we handle training in the future We have excellent training and test facilities; winch with different characteristics, complete control systems, mTrack on local network and a platform for simulating the vessels movement in the sea. This, combined with remote support, makes it easy for Scantrol to offer efficient online training, explains Hjelmeland.