“There has to be a more efficient way to do this.”
This was the thought Daniel Scholder, a Business Developer at Triolab, had regarding the technical support of their equipment. That thought became the starting point for their journey with XMReality. Read on to discover how XMReality helped elevate Triolab’s technical support, enabling it to reduce costs, improve efficiency, and boost customer satisfaction.
Identifying improvement possibilities
Triolab supplies essential diagnostic equipment and materials to healthcare providers, laboratories, and veterinarians in Sweden. They offer tools and products for testing and analyzing blood, tissue, and other samples to help detect and monitor diseases. Triolab also supports its customers with technical help and training to ensure these tools are used effectively and reliably.
Prior to implementing XMReality, Triolab had identified communication difficulties, unnecessary travel, and extended lead times in some of their customer support cases.
These recurring obstacles led Business Developer Daniel Scholder and his colleagues to think there should be a way to make their support process more efficient, and they started to investigate new, innovative ways to develop their support.
Looking For a Scalable Solution
Triolab evaluated several different tools and solutions for remote support. While initially considering smart glasses, scalability concerns combined with a hefty price tag led them instead to XMReality—a recommendation that proved to be the right fit.
One of the main advantages that resulted in the choice of XMReality was the ease of connecting with customers. Triolab’s customers in the healthcare industry often have strict protocols regarding data security and, hence, can’t install any outside software on their computers without approval from IT—something that is not compatible with quick support.
With XMReality, Triolab can simply send an SMS to the person who needs help, and no software download or installation is required to start the call, meaning that IT doesn’t need to get involved.
Improved support processes
Triolab has now embedded XMReality into its day-to-day operations. Usually, support cases begin with a standard phone call during which the customer explains the issue; if needed, the Triolab technician can switch to XMReality to instantly get an eye on the problem and start to help the customer.
- "Most of the time, we still need to visit the customer, but XMReality helps us arrive better prepared and with the right equipment and spare parts, which avoids multiple visits to fix an issue. This is especially beneficial if the visit involves a flight to get to the customer,” says Isak Rousk, Service Engineer at Triolab.
Triolab uses XMReality’s remote guidance to address both mechanical and software issues. Isak Rousk explains that sometimes the customer struggles with the software setup, and since they aren’t allowed to use TeamViewer or something similar, XMReality has been used for computer support.
The video calls have also been used for training purposes, which is particularly beneficial for cost-sensitive customers who don’t want to pay for onsite training.
Key features such as High-Quality Pause for guaranteed high-quality image capture and annotation tools allow Triolab’s team to pinpoint issues and share insights effortlessly. By capturing snapshots, they can also collaborate effectively with colleagues internally on specific cases, or simply share information and learnings from their support cases.
Environmental Bonus
While sustainability was not the driving factor behind implementing remote support, it was for sure an appreciated bonus that supported the decision.
Triolab’s parent company, Addlife, puts a big focus on sustainable business practices and encourages its subsidiaries to do so as well. So XMReality enhances service efficiency and supports its environmental goals by significantly reducing travel requirements.
Summarizing Multiple Benefits
Reduced Travel: Remote support capabilities have helped Triolab minimize travel, cutting both costs and their environmental footprint.
Faster Issue Resolution: While formal metrics are still in progress, Triolab has noted faster response and resolution times. Technicians can now diagnose issues remotely, ensuring they arrive onsite fully equipped and ready to resolve problems efficiently.
Positive Customer Feedback: Customers have responded enthusiastically, citing increased service speed and effectiveness.
Ease of Use: The SMS functionality within XMReality enables seamless access, allowing users to join support sessions instantly without complex software installations—ideal for healthcare settings with strict IT policies.
To wrap up, XMReality has helped improve Triolab’s service operations and strengthened its commitment to sustainability.
Looking ahead
Triolab is exploring further applications of XMReality, such as incorporating virtual support calls as part of their service level agreements. It would help them guarantee quick support to their customers with the knowledge that they can adhere to that time frame regardless of where in the country the customer is located.
Triolab is also extending the tool’s use by introducing XMReality to other healthcare organizations as resellers:
- “We quickly realized the usefulness of this type of solution for our suppliers, internal service and support departments at healthcare providers, and companies similar to ours within the healthcare industry. We have a vast network and therefore saw great synergies and possibilities in becoming a reseller of XMReality,” explains Daniel Scholder.
So, looking ahead, XMReality and Triolab will continue to expand their collaboration to create positive synergies!
