How Munters Leveraged Remote Assistance to Secure Business Continuity During the Pandemic

After witnessing the early impact of the COVID‑19 pandemic, Munters—a global provider of climate‑control solutions—quickly recognized the need for remote assistance to support its customers and maintain field and manufacturing operations. The company rolled out remote assistance to 200 staff across 22 countries in just two weeks. Field Service Evangelist Sarah Nicastro shares how the service sector can reap short‑term and long‑term benefits from such tools without disrupting day‑to‑day work.

Industrial players have long known that embracing Industry 4.0 is essential to avoid obsolescence. By building connected teams, data‑driven processes, and agile production, they are now extending into aftermarket service contracts. For organizations already charting digital transformation, business continuity is the new north star.

Munters’ proactive stance in 2020 accelerated efficiencies across its global footprint. By leveraging remote assistance, the company safeguarded customer service and preserved operational resilience amid the pandemic.

When on‑site visits are not possible

Munters designs, manufactures, and maintains specialized equipment for sectors where temperature and humidity control are mission‑critical. With five U.S. production facilities and over 20 sites worldwide, on‑site visits—often before installation—are central to its model. To cut dependence on travel, the firm turned to remote software that lets teams interact with customers from afar, enabling rapid diagnosis and resolution—a cornerstone of its servitization strategy.

The threat to its servitization roadmap created a sense of urgency, prompting the rapid deployment of remote assistance technology.

Services still sold, problems still solved – just the technology changed

Munters’ dual objectives were to empower field technicians with remote support and to launch a new manufacturing line without dispatching experts on site. IFS Remote Assistance allowed teams to collaborate instantly—field staff and tier‑three support accessed the solution on mobile devices, while experts guided the production line launch via Vuzix smart glasses. The technology delivered remote customer support, faster first‑time fix rates, optimal resource use, and accelerated employee training.

Merged reality becomes the new normal – within two weeks

Munters technicians now benefit from merged‑reality features that enable hands‑free collaboration. Real‑time interaction—telestrating, freezing images, using hand gestures, and overlaying virtual objects—connects technicians to support, customers, and factory experts. Modern remote tools offer quick time‑to‑value; Munters launched a pilot in six days and required under two hours of training per user. The solution has since expanded to more than 200 global users in just two weeks.

A business‑continuity tool today – a springboard for tomorrow’s growth

Munters’ rapid adaptation showcases how remote assistance can preserve operations during crises and unlock new growth opportunities once normalcy returns. The benefits are clear: remote inspections boost efficiency, remote diagnosis raises first‑time fix rates, fewer on‑site visits reduce costs, and manufacturing sites receive on‑demand support.

Why wait? Accelerate servitization now

Beyond internal gains, leaders should ask how to leverage this momentum for growth. Remote assistance equips firms to reimagine customer engagement long after the pandemic. Companies that use the technology to innovate, transfer knowledge, and differentiate services will emerge stronger.