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Strategic use of remote service platforms: How bitnamic CONNECT is transforming service
Remote services are no longer just a quick fix for international support cases. Utilized correctly, digital service platforms are becoming a strategic lever for customer loyalty, revenue growth, and ESG goals. The key is to clearly anchor them in corporate management.
With the pandemic, remote support became a pragmatic emergency measure for many companies—today, it is hard to imagine mechanical and plant engineering without it. But technological progress continues: modern service platforms such as bitnamic CONNECT not only bundle remote maintenance, chat, and ticketing, but also enable comprehensive digitization of the service business, including training, documentation, and seamless integration into existing systems.
Contents:
Service quality becomes a management task
Remote services offer immediate benefits: shorter response times, lower costs, less downtime. But their strategic value goes far beyond that. “Today's customers expect more than just machines – they expect responsive, competent support, even from a distance,” says Rolf Behrens, CEO of Bitnamic. Companies are increasingly using remote services to differentiate themselves from the competition, develop digital business models, and optimize their ESG performance.
Fast remote support can be decisive, especially in international competition. Internal benefits such as more efficient training, more attractive field services, and a stronger employer brand also have a direct impact on competitiveness.
Remote services as an ESG tool and revenue driver
In addition to traditional support services, digital service platforms open up new business opportunities: adding digital services to maintenance contracts, prioritized response times, subscription-based additional services—all of these are ways to tap into new sources of revenue. At the same time, they enable CO₂ savings through reduced travel and can be reported as ESG measures in sustainability reports.
Success factor integration: From tool to platform strategy
For sustainable success, remote services must become an integrated part of business processes—not as a loose, isolated solution, but as a comprehensive platform. “The better communication and utilization work, the greater the trust in the service partner,” explains Behrens. This requires technically seamless integration—for example, through interfaces to the in-house ticket system or machine control—as well as clear internal responsibilities.
bitnamic CONNECT consistently pursues the platform concept. The modular solution includes the Service HUB for support processes, the Documentation HUB for central knowledge & asset storage, and the Academy HUB for training—all integrated into a digital workplace without media discontinuity.
Case studies: From implementation to ROI
An international pharmaceutical company now handles 20% of its service requests using Bitnamic's Visual Support – with a measurable impact on costs, speed, and sustainability. An automotive group uses bitnamic CONNECT to implement its sustainability strategy. And a machine manufacturer was able to remotely commission a robot system in South Africa at short notice – a classic “quick win” that builds trust.
According to Behrens, concerns at the decision-making level – such as high costs, long implementation phases, or lack of acceptance – can also be dispelled: The platform is ready for immediate use, intuitive to operate, and does not require any in-depth system integration. The ROI often materializes after only a short time – measurable, for example, in terms of travel cost savings, reduced downtime, or lower training costs.
The path towards digital service strategy
The first step is a review of the current situation: How high are the current travel and training costs? Which assignments could be replaced by remote services? This allows specific KPIs to be derived, such as the number of assignments handled remotely or the reduction in response time. According to Behrens, it is important to link these goals to strategic initiatives such as digitalization or employer branding.
Conclusion: Think platform instead of tool
Digital service strategies require more than just isolated tools—they demand a platform architecture that scales expertise, ensures service quality, and enables new business models. bitnamic CONNECT provides the ideal foundation for this. When implemented correctly, remote service becomes the cornerstone of a modern, resilient corporate strategy.
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