This case study highlights a company that has implemented a new offer of remote assistance to save time and money. This change within the business model enables the company to meet functions, uses, requirements and constraints of the spaces. It is a whole other level of thinking, based on uses.
This company is selling equipment to the food industry in almost 100 countries, and decided to upgrade its maintenance service to enable technicians to troubleshoot from distance. It involved some technical evolution, but alos a conceptual transformation.
To understand the whole process this company went through and what skills it required please find below the full case study.