Grundfos uses smart internet of things-based app to support customers

ORGANIZATIONS know that a delightful customer experience (CX) can go a long way when it comes to attracting and retaining market share in the digital age.

With technology disrupting nearly every industry, retaining customer loyalty is no longer solely transactional. Instead, the focus has shifted to building relationships with customers by enhancing their experiences. To thrive, business owners must pay attention to this change, and seek innovative ways to engage their customers.

Grundfos, a leading water pump manufacturer, is moving in that direction too.

Grundfos APAC Regional Service Director Nicolai Thrane recently spoke to Tech Wire Asia about the nuances of technology, and how Grundfos uses technology to improve CX.

Grundfos recognizes that convenience and efficiency are high on its customer’s priority list — as a result, the company is working on initiatives that help improve its service and support.

The company has created an app that allows customers to request for service or support with just a few taps on their mobile devices. Launched in India last year, Grundfos is now bringing the app to Malaysia and other countries in the region.

With its user-friendly interface, customers can easily get around on the app whether or not they’re comfortable using technology applications and solutions.

The way the app works is simple. Customers first download the app, and create an account using their email address. Next, when they face issues with a water pump, they put in a service request, and select who they wish to engage with from the list of user-ranked service partners.

A service engineer is then assigned to attend to the customer, and customers can rank the service through the app once the problem is resolved.

To ensure customer satisfaction, a Grundfos service manager is always available to follow up with complaints.

Thrane is confident that the app will be well-received in Asia. “With the popularity of e-hailing and meal-delivery apps, using our service app is a natural progression for most people”.

Aside from CX, he also revealed that Grundfos is leveraging Artificial Intelligence(AI) in water pump maintenance.

“We use AI in our water pumps and motors by placing smart sensors on them. This enables us to run predictive analytics and take preventive measures before a problem occurs”.

Finally, Thrane acknowledges that transparency is key to improving CX, and shared that Grundfos has attempted to keep this in mind while designing its app.

“As everything is documented in the app, there is transparency. Users are able to see the communication flow, and still, have a good user experience.”

Grundfos — despite being in an industry that isn’t actively being disrupted by technology today — is taking steps to use emerging solutions such as AI to delight customers and improve the CX they offer. Other companies should take a cue from them and get started on their CX improvement journey if they want to survive in the digital-first era.

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