Puratos launches latest Digital AdvisAR app connecting chocolatiers with expert support
The Puratos Group has devised an advanced remote customer support tool, the Digital AdvisAR, a trouble-shooting app directly connecting bakers, patissiers and chocolatiers to Puratos experts via augmented reality (AR), reports Neill Barston.
According to the company, the new system has been designed to be fast, user-friendly, offering a sustainable solution for artisans, industrial and in-store bakeries – seeking immediate advice on recipe, technical and quality challenges.
Digital AdvisAR is in addition to Puratos’ technical support and plays an important role in the company’s digitalisation strategy, benefiting from input from a total team of 600 experts located across 71 countries worldwide.
As the company noted, the pandemic has driven a need for new ways to support customers rose rapidly up the agenda when lockdowns worldwide put a stop on most travel.
“Although many businesses have initiated digitalisation strategies in response to the pandemic, this idea began before that, back in November 2019,” states Christophe Surdiacourt, Group Customer Technical Support Director, Puratos.
“It was inspired by a Harvard Business Review article advocating the use of AR strategy in many more types of business because of its benefits for customer interaction. As digitalisation is already a core part of our growth strategy at Puratos, we were excited to explore the opportunity and develop an app that could align with our customers’ needs for speed, quality and efficiency. We’re thrilled that we can now respond so fast to guide and support them through their challenges, wherever they are.”.
Digital AdvisAR can be downloaded from customers’ usual app stores. When help is needed, as long as they have an internet connection, they contact the Puratos team through the app. Using a link they quickly receive, they are connected with an expert and receiving AR support within minutes.
Notably, the system was reportedly tested in several countries during the pandemic and will be launched first in Austria, Brazil, France, Italy, Turkey and the USA. The app is available in the user’s language and features universally user-friendly icons to navigate.
Puratos plans to extend this revolutionary support tool to all other countries of operation to ensure that all customers are fully supported in the most efficient way possible.
Commenting on the launch, Surdiacourt continues: “Today’s bakers, patissiers and chocolatiers are exceptionally skilled, but even the most experienced may occasionally encounter technical problems that could impact business. With the increasing digitalisation of our technical service, customers will now have the option of fi rst receiving virtual support with more flexibility and without the need to wait for an expert to arrive. This is more than an investment for Puratos, and we can’t wait for our customers to benefit from this new tool.”
