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Bruker Corporation is a global company supplying high-performance scientific instruments and high-value analytical and diagnostic solutions for molecular and materials research, as well as for industrial and applied analysis. The company also has a team of service professionals located in Brno, Czech Republic. From there, it supports many customers in Eastern Europe who have Daltonik instrument devices in use. Travel restrictions introduced in spring 2020 due to the COVID-19 pandemic forced the team to seek new and remote ways to solve their customers’ issues. The team in Brno decided to test AIRe Link, an innovative remote visual support tool from Konica Minolta. Positive results with service cost savings in thousands of euros and an improved customer experience quickly convinced Bruker to incorporate AIRe Link into their standard service and support processes.
“In case of an issue with our Bruker Daltonik device, AIRe Link allows us to see immediately what the customer sees. We can often identify or even fix the customer problem remotely using AIRe Link, which avoids traveling on-site. The customer gets the solution faster, and we save travel costs and carbon emissions. It also significantly improves customer satisfaction and ensures the well-being of service staff.”
Head of Service, Bruker s.r.o., Czech Republic