Case Study: Larze Beer Company boosts first call resolution with TechSee

Larze Beer Company - Customer Case Study

Larze Beer Company, a leading global brewer, faced significant operational challenges due to its high volume of technician dispatches for service issues, costing approximately €500k per month. Compelled by a strict service level agreement to fix beer tap problems within three hours, the company's call center also received nearly 60,000 calls per year, many of which required multiple contacts before resolution. To address these spiraling costs and inefficiencies, Larze Beer Company deployed the visual engagement platform from TechSee.

The TechSee solution allowed bar owners to use their smartphone cameras to show agents the problem in real-time, enabling remote diagnosis and visual guidance using augmented reality tools. This empowered agents to resolve issues like blocked pipes or incorrect installations without dispatching a technician. As a result, TechSee helped Larze Beer Company drastically reduce its technician dispatch rate and cut monthly operational costs to €100k. The implementation also boosted customer satisfaction by 37% and increased the First Call Resolution rate by 20%.