Expert Help Anywhere: Remote Assistance Solution

One of the largest communication technology companies has deployed a new tool to serve residential and small business customers who need repairs for their wireline voice, data or video services​

Challenges

  • One of the biggest hurdles faced by customer service representatives assisting customers in resolving problems is understanding the situation as many customers struggle to explain it specifically​
  • Resolving issues over the phone is time-consuming and often requires a technician visit​

Solution

  • Zimetric’s AR based solution JARVIS or “I See What You See” enables the tech support teams to see the exact problem irrespective of where they are based​​
  • Visual Customer Support, which enables customers to share photos via their smartphone with customer service representatives for a quicker resolution of their issues.​​
  • The agent invites the customer to a one-off, secure session via SMS, without needing to install an app. The customer takes a picture of the equipment, and then receives instructions that resolve the issue.​

Impact

  • 10% increase in Net Promoter Score (NPS) and customer satisfaction​​
  • 26% Reduction in technician visits to customers’ homes.​​
  • Enhanced and more productive customer experience.​​

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Trusted development partner

Zimetrics was an outstanding partner throughout the development of Iris, our rep ordering platform. Their team demonstrated a high level of professionalism and remained agile as we navigated challenges outside of their control. Communication was clear, consistent, and proactive at every stage of the project. Most importantly, they delivered a high-quality product that met our expectations and positioned us well for future growth. I would strongly recommend Zimetrics as a trusted development partner.

Jason Clark

Vice President & General Manager

Orascoptic

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The technology consistently delivered on its promises.

Earlier this year, I partnered with Zimetrics to integrate AI automation into our document review process for our car subscription service. I wholeheartedly endorse both Zimetrics, the Zimetrics team, and their top-tier tech. Our challenge was two-fold: 1. We needed AI to streamline our document processing for customer applications. 2. We wanted to enhance our digital customer experience. Zimetrics' 8Nap AI platform was the answer. The technology consistently delivered on its promises. The model training process, which often can be complex and intricate, was remarkably straightforward. The AI quickly adapted to the diverse documents we handle, maintaining high accuracy. Surprisingly, even with a modest set of example documents, we accomplished a thorough model training. The integration process was smooth, and the platform allowed for quick customizations to fit our specific needs, all while upholding strict security and compliance standards. Special credit goes to the Zimetrics team. Their expertise and professionalism shone through from day one. But it was their dedication to our needs that truly stood out. They ensured open communication, clear planning, and consistently met our timelines. In summary, I strongly recommend Zimetrics and their 8Nap AI platform. Their technology is impressive, and their team is a valuable partner to any business. I eagerly look forward to further incorporate their AI-powered automation technology into all our document-centric processes.

David Kaganovsky

Chief Technology Officer

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Zimetrics consistently delivers outstanding customer service, combining responsiveness with a genuine commitment to client success. Their team is passionate about working with cutting-edge technologies and goes out of their way to support our software and teams. Within a relatively short period of working with them, we have been able to transition one of our functions completely to them.

Vaibhav Puranik

Sr. Vice President of Global Engineering

GumGum

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Big part of our success story

At Avation Medical, we truly value our partnership with Zimetrics. Their team brings a wealth of knowledge in all aspects of healthcare software including firmware, mobile apps, cloud data, DevOps and eCommerce, which greatly helped us with seamless integration. The team runs projects efficiently, independently and diligently, with clear understanding of business and patient needs. It has been my pleasure to work with Zimetrics, as they continue to be a big part of our success story.

Manish Vaishya

Chief Technology Officer

Avation Medical

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Zimetrics has proven to be an excellent offshoring partner, providing us with skilled engineers from India. Their team's contributions have significantly enhanced our projects, and their professionalism and expertise have made collaboration seamless. We value our partnership with Zimetrics for the quality and reliability they bring to our extended team.

Ken Weiner

Chief Technology Officer

GumGum

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A partner who I can rely on

I have worked with Zimetrics to develop several very complex, customer-facing solutions, and in the process I've learned what makes Zimetrics valuable and rather unique as a software service provider. Zimetrics strives to create very engaged engineering teams that really understand what my business needs including my customers. And they have all the software service categories to handle most any problem I've asked them to solve, including application development, real-time cloud telemetry, manufacturing systems and embedded diagnostics. With Zimetrics I have a partner who I can rely on to deliver, and who invests in my company's successes for the long-term.

Brent Goldstein

Vice President, R&D - Software & Additive Products

Fresh Health

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Deep Expertise, Complete Ownership, Specialized Consulting

Zimetrics played an instrumental role in a high-tech solution for us, involving diverse Big Data technologies with high-performance engineering and web-scale considerations. Besides everything else, what stood out was their breadth of expertise, their deep skill level, and a comprehensive consultative approach with a keen customer success focus.

Vice President, Engineering & RnD Division

A Global Consumer Electronics Major

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One word: Awesome!

Zimetrics partnered with us to build an analytics platform for our stealth mode startup, which aims to disrupt the call center industry. The experience of working with Zimetrics has been pure joy and the planning, timeliness, quality, thoughtfulness, cost and impeccable execution has put us on a very strong footing. I must also confess that it has been a personally very humbling experience for me, as before meeting the Zimetrics team, I used to consider myself to be an expert in Business Intelligence - Just Sign up!

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Founder & CEO

XTaaS Corporation

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