Canadian Distributor Looks To Speed Up Repairs

TFI Canada is turning to live video and augmented reality to quicken customers’ equipment repairs and lower its operational expenses.

With the new software, TFI texts the customer a link that lets TFI access their smartphone camera, capturing images and video that help with equipment diagnosis. They can then troubleshoot, taking note of needed parts and model numbers from afar, and interact with the customer over live video as well.

TFI says the addition is expected to reduce the need for on-site visits. Currently, it is piloting the program with Tim Hortons and McDonald’s across Canada, with plans to include smaller retail customers in the new year.

“Integrating live video support into our operations has enabled TFI to elevate its customer service while empowering our franchise owners and managers to address challenging equipment issues much sooner,” says Michael Cheung, president of TFI Canada.