KUALA LUMPUR, Nov 19 – Global pumps manufacturer Grundfos has picked Malaysia as the first country in the region to launch its cloud-based mobile service app, aimed at bringing its customers a more efficient service experience at the convenience of their smart phones.
Grundfos Asia Pacific Regional Service Director Nicolai Thrane said the app, SmArt Serv, which can be accessed by its users here beginning today, has been designed to provide prompt and efficient service to resolve any issues with Grundfos pumps, reducing the service process and minimising the downtime on any repair.
It also leverages on digitalisation to enable the smooth operation of Malaysia’s key infrastructures, ranging from industries to water utilities that use Grundfos products, he said.
Thrane said Malaysia was chosen as the first country in the region for the launch of the app due to its growing market share and robust digitalisation platform.
“The app is aimed to enhance customer service efficiency and to reduce downtime on our products as much as possible and to assist our customers troubleshoot their problems or attend to any queries regarding our products.
“We have had a soft launch of this app last September and until today, the app had helped to execute at least 600 jobs related to the pump system,” he told Bernama here, today.
Through the SmArt Serv app, customers can contact Grundfos or locate the nearest authorised service partner and raise a request easily through filing an online form and including a picture of the pump or system.
The selected service centre will then deploy one of their service engineers to the site to access and resolve the issue.
“For digital pumps, the service provider can even look at fixing the problem online through remote assistance,” he said, adding that service provided through the app also extends to all older generations of the company’s products.
He said currently any problem highlighted through the app can be resolved between a minimum of eight hours and three days.
In Malaysia, Grundfos pumps are used for various applications, from water distribution for consumers to water temperature regulation in air-conditioning in commercial buildings to wastewater management and flood control for Malaysian utilities.
Its water management and solutions are also widely used in industries such as marine, agriculture, manufacturing, machinery and food and beverage.
The SmArt Serv was developed and launched in India in 2018. To date it has helped to solve 35,000 customers’ queries in India, ranging from enquiry about product pricing, part replacements, device installation, troubleshoots and servicing and maintenance of products.
After Malaysia, the mobile app will be launched in Thailand next month and in Indonesia in January next year.
SmArt Serv is available on iOS, Android and Windows. It can also be installed on a desktop computer.