Samsung transforms servicing with new app
In the last issue, we explained how the Smart UX Center Android-based user interface running on Smart MultiXpress MFPs enables customers to personalise devices with their choice of apps and quickly integrate print devices with enterprise solutions in fully automated workflows.
Printer apps are available from third parties and from Samsung itself, which has already launched a brace of apps to simplify servicing and maximise device uptime.
Following the introduction of the Smart Printer Diagnostic System (SPDS), which provides video and image-based guides for troubleshooting printer problems, Samsung has just released its Remote Call app, which enables engineers to diagnose and fix problems remotely using screen control, on-screen drawing and text chat.
Samsung UK head of print Mark Ash says the new app is a great example of how Samsung can quickly create new solutions based on customer feedback.
“We had a meeting with a prospective customer who said ‘I love your smart diagnostic app. I love the fact that I can connect by a phone wirelessly, that I can turn motors on and engage gears all through the phone. And I love the fact that it gives me an error code that I can click to get a video on how to fix it. However, what I want to do is reduce my cost to serve so I can pass the benefits on to the customer, and I want to do that remotely. Can you do that?’. And the guys looked around the room and said ‘No, we can’t’,” explained Ash.
What they should have said is ‘Not yet’. For Korea quickly came up with a solution.
“Now, if your device fails, an app says ‘Call Service’. You push a button on the screen and it connects to an operator who you can talk to on the phone or through the UI. They will ask you for a one-time password so that they can remote control your screen and see everything you do. If all it needs is basic user intervention, they can play a video on the UI,” he said.
Paul Birkett, sales and marketing director for Samsung Electronics Europe, adds that this capability enables service providers to find many problems remotely. “We can wremote into a device and change the firmware, BIOS settings etc., so you have a type of remote serving capability that wasn’t possible before. Common MPS would tell you there had been a fuser fail, and all you could do was despatch an engineer with a new fuser cartridge. Now, we know if the fuser failure is a timing issue and can remote in, change the settings and completely resolve the issue,” he said.
Another newly launched Samsung app is Dynamic Workflow, which enables users to create their own workflows integrating multiple steps, such as scanning, optical character recognition and document distribution, into a single workflow that can be saved as a one-touch shortcut for future use.