Marking a significant investment by the Renault Trucks dealer network, Optiview powered by Librestream, utilises Onsight remote expert software and RealWear HMT-1 head mounted tablets. The combined solution enables Renault Trucks to provide a hands-free remote support service for increased workshop productivity and customer uptime.
The innovative technology is already delivering real benefits to customers with faster complex fault resolution, improved workshop utilisation, profitability and efficiency. Derek Leech, service market & retail development director, explains: “Following the hugely successful deployment of Optiview at several dealer sites last year, we know that is transforming our workshops and our customer service. By investing in and adopting this technology across our entire dealer network, we can deliver first class service consistently whilst also reducing our impact on the environment."
Using Optiview, Renault Trucks’ technicians can immediately collaborate with technical support via their computer or mobile devices.Together, the teams see live video, talk, and draw onscreen to expedite asset inspections, equipment diagnostics and warranty claims.
Andrew Walker, technical and warranty manager at Renault Trucks UK & Ireland, says: “Prior to Optiview, approximately 10-15% of warranty-based service calls required one of our specialised field engineers to travel to the dealership. With this new service, we expect a five-fold reduction of in-person visits, resulting in significant time savings for all parties – operators, dealers and Renault Trucks. Other benefits from this approach to customer support will be a reduction in greenhouse emissions as a result of fewer miles travelled, which meets the Renault Trucks vision of improvements for the global environment.”
Using Optiview, dealership technicians can extend collaboration to include colleagues in other dealership locations for cross-training and troubleshooting. In the future, dealerships are also considering opportunities to work directly with owners who experience breakdowns on the road. The global expansion of Optiview across other Renault Trucks geographies is a natural next step; regional trials are already underway.
In addition to accelerated service and productivity gains, this new approach provides additional benefits such as improved on-the-job training, faster warranty claims and worker safety with significantly fewer miles travelled, says the company.