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HERMA Labeling Machines wins the European Customer Champion Award using oculavis technology
Written by
Daniel Mirbach
Daniel Mirbach
- CUSTOMER SUCCESS
- 5 min. reading time
In a remarkable achievement that underscores the transformative power of digital innovation in customer service HERMA Labeling Machines has been honored with the prestigious European Customer Champion award at the Customer Contact Week (CCW) 2024. This recognition, determined by audience votes, highlights the significant role that cutting-edge technology and strategic customer service play in today’s business landscape in mechanical engineering.
One corner stone to this success has been the incorporation of oculavis’ visual support technology within the myHERMA customer portal, a pioneering move that has significantly improved service efficiency and customer satisfaction. The integration of oculavis’ technology into HERMA’s digital services suite has enabled real-time, visual communication between customers and support teams. This innovation drastically reduces resolution times, enhances the accuracy of diagnostics, and provides a more engaging and effective support experience. Customers can now easily share live visuals of their issues, receive immediate expert guidance, and perform complex tasks under guided assistance, all without the need for on-site visits.
"Winning the EUROCC is certainly the highlight on our way to holistically expanding and further developing customer support and service at HERMA. The "myHERMA" customer portal and digital services play a central role in this,” says Tobias Erhardt, Head of Service at HERMA.
"Winning the EUROCC is certainly the highlight on our way to holistically expanding and further developing customer support and service at HERMA. The "myHERMA" customer portal and digital services play a central role in this,” says Tobias Erhardt, Head of Service at HERMA.
Winning the European Customer Champion award is a testament to the impactful and relevant efforts undertaken by Laura and the HERMA team in advancing customer experience through digital innovation. This recognition serves as a motivation for HERMA to continue pushing boundaries and delivering exceptional experiences, further solidifying its position as a pioneer in the realm of customer service and digital transformation.
AR Visual Support is part of the oculavis Smart Service Platform
The oculavis Smart Service Platform is a modular software solution for manufacturers of complex capital goods such as machines, plants and systems. From the integration of single modules into existing system landscapes – as is the case with HERMA – to using the platform as a complete solution for service, the application options are very flexible.
The oculavis Smart Service Platform consists of the following modules:
- Smart ticketing that can start directly with a QR code on a machine or component
- Customer portal for managing the installed base
- AR visual assistance for remote collaboration between customers, technicians and experts
- Workflows for step-by-step instructions
- Own service apps in customised corporate design
- Integration into any third-party systems with a powerful API
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