YES. Internationaler support with a digital touch.
My second business trip to Brazil was actually scheduled for March 2020 and I was really looking forward to it. The plan was to build on the product presentations from our first business trip in December, 2019 and introduce the products on site – that’s the standard procedure to let our clients get to know our products and their performance. Then the COVID-19 pandemic threw a wrench in our plans...
Help with new product systems
For the planned presentation for our clients in Brazil we wanted to talk about a relatively new product system from CHT that’s used in fogging systems. Our planned work on-site would have involved not just technical support for the client but also for our own technical support team in Brazil, which wasn’t familiar with the product yet. My colleague from Columbia was supposed to accompany me, as they already have a lot of practical experience in this particular area. Ultimately, we couldn’t take the trip because of the COVID-19 pandemic. When the laundries in Brazil started partially opening again around the end of May we received a request from our CHT technician in Brazil.
Creating a digital manual for technicians on the ground
The client requested digital support with conducting experiments with our new product system. As he wasn’t familiar with how to use the new system, he asked my colleague in Columbia and me for support. So of course we jumped into action! We used the informational materials we’d already prepared to create a comprehensive presentation that laid out the most important points in terms of how to operate the equipment as well as manage the settings of our new product. My colleague in Columbia added his comments and our colleague in Brazil translated it all into Portuguese. That’s how we ended up with a digital manual for all our colleagues in Brazil.
Teamwork that works! And leads to new orders
Ultimately we were able to generate a new and effective way to provide technical support through our exchanges across three countries, which enabled the customer to carry out a successful series of trials – international teamwork at its finest! The icing on the cake of the entire project was that it led to a sales contract. That was really rewarding for everyone involved. This international digital collaboration across our teams led to a really positive outcome. Now we know what technical support can look like moving forward until travel restrictions are lifted.
