16/11/2021 | Ingredients, IT/Logistics

Puratos launches augmented reality customer support tool

The Puratos Group launches a “revolutionary” remote customer support tool, the Digital AdvisAR. The app instantly connects bakers, patissiers and chocolatiers to Puratos experts around the world via augmented reality (AR) to help with trouble-shooting and problem-solving. According to the company, digital AdvisAR is a fast, user-friendly and sustainable solution for all customers – artisan, industrial and in-store bakeries – seeking immediate expert advice on recipe, technical and quality challenges.

The launch of Digital AdvisAR is an addition to Puratos’ technical support offering and plays an important role in the company’s digitalization strategy. With 600 technical experts located across 71 countries worldwide, Puratos has an exceptional in-person technical customer support offering. However, the need for new ways to support customers rose rapidly up the agenda when lockdowns worldwide put a stop on most travel.

Digital AdvisAR can be downloaded from customers’ usual app stores. When help is needed, as long as they have an internet connection, they contact the Puratos team through the app. Using a link they quickly receive, they are connected with an expert and receiving AR support within minutes. Puratos’ technical advisor can see what the customer is seeing through their device, discuss it, draw on screen and visually demonstrate where the problem is and how to resolve it in a timely manner. When required, additional Puratos colleagues can also join, such as experts in a particular application. Enhanced technical support, with Microsoft’s HoloLens, is also available. If issues cannot be resolved virtually, customers will continue to receive in-person visits from technical advisors.