6 steps to leverage your Remote Support

6 steps to leverage your Remote Support

Make your REFLEKT Remote free trial a success 

With the REFLEKT Remote trial it's easy to test AR-based Remote Support in any business. It allows you to get hands-on with our Remote Collaboration tool and experience first-hand how Augmented Reality can help you solve the everyday problems that are specific to your business. Industrial service provider ERIKS does exactly that already. Their Remote Support app ERIKS Brain is based on the white label solution of REFLEKT Remote and connects their customers directly to an ERIKS expert who helps solve the issue.

Before implementing a Remote Support solution on the same scale as ERIKS, it is crucial to make your REFLEKT Remote trial a success. To achieve this goal you need the right preparation. This is why we prepared a 6-Step Roadmap that guides you through the key actions to take before you start your trial. From defining WHAT you would like to achieve, WHO to involve and WHICH scenario to choose for testing.

1. Formulate goals

First, define what you would like to achieve during your REFLEKT Remote trial. This will not only allow you to go through the trial more efficiently but also help you evaluate success afterward. To formulate clear goals ask yourself questions like:

  • Which gaps does your existing Remote Support structure have?
  • What challenges are you facing?
  • Are your existing tools sufficient?

2. Inform your team

This action is key after formulating your goals. You can make the best plan redundant if you don’t communicate it to your team. Make sure you inform all team members who will participate in the trial about what you would like to achieve:

  • How can your team members support you?
  • What will be their role?
  • How can you together achieve the goals?

3. Test with multiple users

The REFLEKT Remote trial allows you to test with a total of 3 users: 2 technician licenses and 1 expert license. We recommend you choose a dedicated person for each account and make sure they are available throughout the trial period. In this case, everyone involved has a clear role and you are testing the app in a realistic scenario where the technician initiates the call and receives support from the dedicated expert.

4. Start small

Choose a specific use case for your REFLEKT Remote trial. Don’t introduce it for the entire department or across multiple use cases. The smaller the test environment, the less setup is required and the quicker you can get started.

5. Focus on one tool

You can of course integrate REFLEKT Remote into your existing infrastructures, like your ticketing system. However, when it comes to remote support tools, we recommend you stick to just one. Only work with REFLEKT Remote in your chosen use case during the two-week time frame and you will be able to see clearly which benefits it brings.

6. Evaluate your success

Once you went through the trial period this final step is required. At this point we recommend you evaluate your trial. Include all team members involved in the trial period and conduct an analysis together of how it went. Now it’s key to come back to your goals from the start and evaluate if they were achieved and what learnings you take from the test phase.  

ERIKS Brain app_2
(ERIKS Brain App)

If you have any open questions after completing the six steps and evaluating the success of your trial, don't hesitate to get in touch with the RE’FLEKT team.
In case you are ready to take it to the next level straight away, you can easily switch from your trial license to an annual license and roll out REFLEKT Remote for 10, 20, 50, or more users.

Ready to roll out REFLEKT Remote to your users?