Customer stories

How Kiloutou improves customer service productivity with Apizee

Find out how Europe's 3rd largest construction equipment rental company uses Apizee to help its customers remotely and reduce its carbon footprint.

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0K€

Annual savings thanks to visual assistance

Requests resolved on 1st call

Travel time saved

Kiloutou

For over 40 years, Kiloutou has been reconciling economy, environment and human resources by offering the most innovative solutions to an increasingly diverse customer base: construction companies, craftsmen, SMEs, public corporations, administrations, and industries.

For its development, the Group relies on the skills of nearly 6,000 team members and serves more than 300,000 customers in five countries across Europe. Kiloutou network includes 550 branches and offers the widest range of products on the market with more than 1,000 references and more than 250,000 items of equipment.

Challenge

It sometimes happens that Kiloutou’s equipment encounters malfunctions or even breakdowns, which almost systematically require a technician to come and solve them. Many unnecessary trips are therefore made, resulting in lost time and unnecessary CO2 emissions. The Group places technical assistance at the heart of its strategic priorities in order to increase and reinforce customer satisfaction. The company wanted to implement a visual assistance solution that would allow its customer service department to improve the handling of equipment breakdowns and reduce travel.

Apizee solution

Kiloutou has chosen to equip 24 technical assistance managers in the Apizee solution. The solution allows them to provide customers with an initial diagnosis when a problem occurs on rented equipment.

In the event of a question or breakdown, the customer contacts the agency, which will register a request for intervention. A technical assistance officer will then take over and propose, if possible, offer video assistance. An invitation by SMS will then be sent to the customer so that they can connect. The Apizee Diag solution does not require any application download or account creation. A single click on the link is enough to share the customer smartphone camera with a Kiloutou technical agent.

Real-time video allows the technical support representative to have visual access to the problem, as if he having been on site. This way, the technician can easily guide the customer in solving the problem or perform a remote diagnosis. In addition, the solution includes collaborative features such as file transfer, highlighting and annotating directly on the video stream to show parts that need to be checked or repaired.

We are really fans of this solution! Our customers are asking for it and are starting to have the reflex to ask for a video. We avoid many trips or at best the interventions of our technicians are optimized because they know in advance what equipment and what pieces to take.

Guillaume Chevalier

Technical Assistance Manager

With Apizee, Kiloutou offers its customers maximum reactivity and comfort, while reducing response and resolution times, technician travel and the resulting CO2 emissions.

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