SightCall Partners with Legrand Group, Provides AR-Guided Remote Customer Support through Client Call Centers

Solution will launch initially in French call centers this month

SightCall, an augmented reality (AR)-enabled visual assistance platform, announced it has partnered with Legrand Group, a global specialist in electrical and digital building infrastructure based in Limoges, France, with operations in more than 90 countries. It will provide AR-powered remote support through Salesforce Service Cloud for issues troubleshooting on job sites, enhancing rapid service solutions for commercial, residential and industrial buildings.

“By integrating SightCall, we are demonstrating a core mission of Legrand to create simplicity across business areas and processes”

“As an industry leader in electrical infrastructure looks to the future of customer service, we are honored to be a part of its continued effort to improve client satisfaction through digital assistance tools,” said Thomas Cottereau, founder and CEO of SightCall. “SightCall will enable all of Legrand France call center specialists to serve clients with dynamic remote call quality and the added benefit of full and close integration with their existing Salesforce CRM.”

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SightCall provides Legrand with the ability to deliver expert advice and video support to customers while on-site at construction locations. This service not only helps customers easily explain their issue, but also helps agents to answer them quickly and with more accuracy. If a Legrand agent does not immediately have the best answer for customers during a call, the agent can record part of the video session, share it with their internal teams and collaborate to find the most suitable solution for a customer’s request.

Call center team members will be able to rapidly resolve cases while pulling data into the Salesforce case file or work order, drawing on tools like Smart Optical Character Recognition for camera-led, touchless data entry. For simple troubleshooting fixes, clients can be guided by a Legrand call center specialist walking them through solutions using an active AR interface, a pointing and drawing tool, as well as screen-sharing. All calls are supported by high-definition audio and video quality, regardless of a location’s bandwidth levels, and benefit from full GDPR compliance.

Starting this month, SightCall will be rolled out to all client call center teams of Legrand France.

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With SightCall, Legrand expects to realize increased net promoter scores, better client satisfaction and decision-making that is both quick and accurate, with precise knowledge and advice context in front of the work being done by the remote client. Despite social distancing measures necessitated by the pandemic, its work will progress with minimal disruption and friction, and without compromising Legrand’s mission of offering high-quality client support services and expertise.

“By integrating SightCall, we are demonstrating a core mission of Legrand to create simplicity across business areas and processes,” said David Gonzalez, Head of Customer Relationship Center, Legrand France. “Everywhere it is used, SightCall will provide an enhanced service experience with quicker turnaround that can shorten project lengths, improves the lives of residential and corporate customers, and more quickly connects them to innovative and sustainable solutions in electrical and digital infrastructure.”

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