In a significant leap toward transforming after-sales support, Samsung India, the nation’s leading consumer electronics brand, has introduced an advanced AI-powered solution—Home Appliances Remote Management (HRM). This cutting-edge remote diagnostic and troubleshooting system is engineered to deliver quicker service responses while redefining the customer experience in the smart home era.
With this latest innovation, Samsung is streamlining the support process by enabling remote detection and resolution of issues in home appliances. The HRM tool utilizes artificial intelligence to assess product performance, identify faults, and guide customers through real-time troubleshooting—all without the need for a technician’s physical visit. This results in a faster, more convenient, and highly efficient service journey for customers.
According to Sunil Cutinha, Vice President of Customer Satisfaction at Samsung India, “Samsung is transforming customer care by leveraging intelligent tools that deliver proactive and precise diagnosis. Through remote troubleshooting, we’re not just resolving issues faster—we’re making customer interactions more seamless and predictive.”
The HRM tool is seamlessly integrated with Samsung’s SmartThings app, which acts as a control hub for smart appliances and tracks usage behavior. When a customer reaches out for support, the HRM system can automatically retrieve the appliance’s model and serial number via Samsung’s Customer Relationship Management (CRM) system. With the customer’s consent, support staff can then remotely analyze, monitor, and even control specific appliance functions to deliver instant assistance.
This digital-first support model drastically minimizes downtime and reduces the need for traditional service visits. It empowers Samsung’s service team to not only solve problems proactively but also provide timely maintenance alerts, contributing to long-term customer satisfaction and operational excellence.
The launch of HRM reinforces Samsung’s leadership in smart technology and customer-centric innovation. It reflects the company’s broader vision of creating intelligent, connected ecosystems where products and services evolve together to deliver convenience and reliability at every touchpoint.
