Koenig & Bauer is the oldest printing press manufacturer in the world. For 200 years, Koenig & Bauer has driven innovation in press manufacture and leads the field in patent statistics with the broadest product range in the industry. The company is headquartered in Würzburg, Germany with over 6,000 employees located around the world.
To maintain their place as the industry leader, Koenig & Bauer depends not only on the quality of their products, but also on the excellent service they deliver. In today's mobile society, customers expect multi-channel communication and immediate response times. Additionally, Koenig & Bauer needed a solution that would interoperate with their existing Salesforce integration.
Koenig & Bauer developed a new service for their customers called Visual Press Support. Visual Press Support, powered by SightCall, enables them to virtually deploy a service expert to any location in the world through AR-powered live video. Integrated into the Salesforce Lightning console, Visual Press Support combines visual assistance, customer data, product information and case files into one easy omni-channel experience.
By digitally transforming the way Koenig & Bauer delivers service, SightCall has helped them to increase their first time fix rate and dramatically decrease the resolution time. Koenig & Bauer reports that almost 80% of all service cases are now solved successfully by their remote maintenance solutions. Koenig & Bauer customers report that they have never experienced such a "unique" and "simple" way of communicating with service technicians.