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Valeo augments hotline with new upgrade


We Care 4 You. The Valeo Service promise is dedicated to tackle the main areas of concerns of workshops. Improving repair time, success rate, costs and above all customer satisfaction, with the new Valeo Connected Assistance, the aftermarket specialist offers a clever service for its customers, based on augmented reality.

The new “We Care 4 You” strategy is the promise to improve the brand’s service to all its customers individually: distributors, workshops, drivers, fleet owners and insurers. As an aftermarket specialist, Valeo’s role is to bring an adapted answer to all customer needs, with customized product offers, and added value services.

The Valeo Technical Hotline is part of the Tech’Care program which is dedicated to deliver Valeo’s technical expertise to its partners. The Valeo Technical Hotline answers calls all over the world and allows its customers and workshops to get product support on fitment issues, product application or cross reference enquiries.

Using a customised CRM tool, Valeo Service is able to follow up and analyse workshops requests in order to better understand and answer needs like identifying fitting issues in order to provide suitable technical bulletins for example.
With Connected Assistance, Valeo will offer a new interactive and visual support feature of the Technical hotline for its customers. In some cases, the Valeo Tech’Care hotliners can solve technical problems faster and better by seeing what the user sees instead of only using the telephone. This interactive service based on true augmented reality fills the gap and delivers even greater performances.

How does it work? The hotliner remotely takes over the control of the technicians’ Smartphone, tablet or diagnostic tool camera to see directly the user’s problem and gives advanced and customised support.
This unique and interactive service based on true augmented reality fills the gap between a regular hotline and an onsite operation. The Valeo Connected Assistance delivers great performances thanks to the following features:

  • Real-Time HD Video (on front and rear camera of the Smartphone or tablet)
  • Hi-Band Audio
  • Picture Sharing (including Augmented Reality Drawing and Annotation)
  • Co-Browse internet pages for a detailed solution
  • Video sharing
  • Take and save picture (for case archiving)
  • Desktop and document sharing

The Valeo Connected Assistance enables to improve customer satisfaction, increase first time fix rate, reduce repair time thus car downtime and related costs.

The connected assistance is another step towards the commitment to be a trustworthy partner that takes care of its customers.