Apizee
11 Case Studies
Case Study: Kiloutou achieves faster equipment troubleshooting with Apizee Diag
A Apizee Case Study
How Kiloutou improves customer service productivity with Apizee
Kiloutou Group, a major European equipment rental company, faced the challenge of improving response times and reducing unnecessary technician trips for equipment malfunctions, which wasted time and increased CO2 emissions. To address this and increase customer satisfaction, Kiloutou turned to vendor Apizee for its Apizee Diag Help Desk solution.
The implemented solution from Apizee enabled technical assistance managers to send a clickable link via SMS, providing immediate visual assistance without requiring an app download. Using real-time video and collaborative annotation tools, agents could perform remote diagnoses and guide customers through repairs. This resulted in significant savings of €40K per year, 15% of requests being resolved on the first call, and an annual gain of 2,340 hours, all while drastically reducing technician travel.
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Kiloutou Group
Guillaume Chevalier
Technical Assistance Manager