As temperatures continue to soar, the air conditioner has become a favourite gadget in most households. What if it begins to underperform? It may take a day or two for a technician to turn up. Not if you are using a Samsung air conditioner. The company has launched its Home Appliances Remote Management (HRM) tool to tackle this problem and beyond.

HRM offers real-time issue resolution with remote counselling, monitoring, and control features for Samsung smart appliances registered on the SmartThings app. When a customer contacts Samsung’s support team with an issue with their home appliance, the HRM system automatically detects the registered device’s model and serial number through Samsung’s CRM (Customer Relationship Management system). Next, contact centre representatives can remotely diagnose, monitor, and even control certain appliance functions if the customer allows, offering immediate troubleshooting guidance.

“This breakthrough significantly reduces wait times, ensures faster resolutions, and provides timely updates on product maintenance, ultimately enhancing the customer experience,” said Sunil Cutinha, VP, customer satisfaction, Samsung India.