Real time, expert video support in the palm of your hand.

Background

ICE is the UK’s largest independent provider of high-tech industrial floor cleaning equipment. They specialize in cutting edge cleaning machinery and autonomous cleaning robots in retail, commercial, and industrial sectors. Customers can purchase or rent the equipment they need and ICE provide full management, maintenance and servicing. ICE equipment is used all over the UK at over 28,500 sites, and they provide support to match, their team of 40 engineers are on hand to provide the help and assistance their customers need, when they need it.

The challenge

ICE approached us to help them to provide instant support to their customers precisely when they need it most, on the job. If a customer encounters a problem with the equipment whilst cleaning, they’ll need to contact the ICE customer service centre and wait for an engineer to attend their site, often meaning that the machine is unable to be used until the engineer arrives. ICE wanted to reduce equipment downtime and resolve queries and issues, as quickly as possible. For them this also meant improving efficiencies and cost savings, reducing unnecessary face-to-face visits and their carbon footprint.

The solution

A mobile and tablet app that provides customers with instant, first-class technical support and necessary product information in the palm of their hand.

We designed and built the new ICE App for their customers as an accessible addition to their online and telephone support. Freely available on Android and Apple devices the new app provides customers with:

SmartCall video support

SmartCall connects customers with an experienced ICE technician to troubleshoot their cleaning equipment. Through a two-way video connection, they can show the technician parts of the equipment and error messaging. Using video allows the technician to gain a deeper understanding of the problem at hand and provide helpful advice straight away to resolve the issue or remedy a solution as soon as possible. The video call function integrates directly with the ICE support systems, streamlining their processes and reducing admin time.

Product information

The app provides lots of information about each piece of equipment including; training videos, product manuals, imagery and brochures. This is perfect for the onboarding of new team members, familiarisation of new equipment and as a quick reference guide. All content is synced with the ICE website so it is never out of date and provides links to further information online should they need it.

Favourite products

Customers can save their frequently used equipment so they can quickly access the information they need at a later date. The app also includes contact information, links to social media profiles and the website for more information about ICE.

The results

Every month the app provides increased efficiencies and cost savings for ICE and their customers.

Thanks to the app, ICE is able to:

• Resolve 74% of all support issues without the need for a face-to-face visit
• Deliver parts faster
• Reduce the number of full-time engineers
• Save on fuel and expenses

This equates to an overall cost saving of £250k every year. 

This release is just the starting point for their digital customer support, the ICE team is passionate about driving efficiencies and serving their customers better. They have lots of great ideas for the future so watch this space.

If you’d like to discuss how a digital solution might be able to reduce your carbon footprint, reduce costs and increase efficiencies. We’d love to chat. Grab a coffee and give us a call, we can’t wait to hear from you.