Atheer
Service Performance Management

The growing prominence of both IoT-enabled industrial, retail, and commercial equipment and the rise of remote assistance technology is changing the relationship manufacturers can have with their customers. In light of this, many manufacturers are seeking to digitize the entire service value chain to improve customer satisfaction and provide additional upsell and service options to clients.

This is where Atheer steps in with its AI-powered, no-code Service Performance Platform, which empowers equipment manufacturers to provide top-notch and cost-effective service across its customer, field, and partner networks.

Atheer’s Service Performance Platform enables manufacturers to rapidly roll out standardized work instructions, digital business processes, customized catalogs of content and resources, and remote support strategies to technicians across an extended service network.

These competencies can help manufacturers digitize and standardize value chain processes for after-sales support, warranty returns, parts, ordering, registration, and more. It also allows for real-time collaboration, including chat, remote visual support, and AI driven triaging to improve first-time fix rates.

"We have a platform that is integrated and created for the value chain, so manufacturers can utilize it in ways that best suit their business," says Gaurav Mehra, CEO of Atheer.

He further notes that as equipment manufacturers transition to providing uptime-guaranteed services or equipment-as-a-service models, they are constrained by outmoded software and organizational structures that affect how they interact with their partners and third parties.

Flipping this script, Atheer’s Service Performance Platform aids manufacturers to integrate and aggregate data from third-party systems and make it accessible to users across their value chain, including technicians, field teams, support personnel, third-party service providers, installers, and client-side operators. Its no-code engine is also designed to help SMEs create workflows independently without the assistance of an IT specialist.

Atheer offers a seamless experience that helps manufacturers detect issues and swiftly ascertain the best solution. This is achieved by Atheer’s ability to equip users with intelligently guided instructions that walk users through the installation, troubleshooting, or repair process.

Offering a unified view of the appropriate data in a single platform, Atheer lets manufacturers view current events in real-time across their extensive network of third parties. This helps them promptly measure, assess, and improve the equipment servicing processes.

Through its business intelligence and analytics engines, Atheer's solution can link to corporate data warehouses to give the leadership a clear picture of after-sales services operations. It offers reporting, dashboards, and data that users can use to monitor any number of service-related business processes, such as case progress, service provider certification, whether the technicians have had background checks, and if the service aligns with their needs.

We have a platform that is integrated and created for the value chain, so manufacturers can utilize it in ways that best suit their business

In addition, it connects technicians or operators to a manufacturer’s primary support centers, offering experts with interfaces that enable them to efficiently communicate (synchronously and asynchronously) with relevant individuals, quickly join live sessions, drive collaborative troubleshooting, reliably exchange information, and develop a comprehensive understanding of the status of service performance.

Leveraging its effective service performance platform, Atheer has ignited numerous success stories. In one instance, Atheer collaborated with an auto manufacturer to devise a solution for handling an issue experienced by one of their dealers. The dealership often had to contact the expert division at their regional corporate headquarters when they hit a problem they could not solve. Atheer simplified the process by automating their interactions with technicians for self-service and troubleshooting the remote assistant while providing follow-up with step-by-step instructions.

Similarly, Atheer is partnering with automotive giant Volkswagen to support their UK dealership network comprising 700 businesses. Atheer helped VW by providing automated troubleshooting and digitalizing processes for warranty returns and parts checks.

Atheer is a go-to solution provider in the field service landscape, assisting equipment manufacturers by standardizing work across their service network, improving visibility over actual work execution, increasing service capacity, and ensuring reliable service on a global scale.