Quantum Rehab/Tech News/Improving Customer Support with Interactive Assist

Improving Customer Support with Interactive Assist

In the world of assistive technology, efficiency and timely support are important to maintaining user independence. Interactive Assist is transforming how providers troubleshoot and resolve issues remotely, minimising downtime and improving client satisfaction. This innovative solution bridges the gap between clients and providers by enabling real-time diagnostics and adjustments without requiring an in-person visit.

What is Interactive Assist?

Interactive Assist is a remote troubleshooting and programming tool that allows providers to connect with clients in real time to diagnose and resolve technical issues. Whether it’s a power wheelchair experiencing performance issues or the need to reprogram specialty controls, this system streamlines communication and reduces the need for multiple service visits.

Key Benefits of Interactive Assist

  1. Faster Troubleshooting

When a client experiences issues such as veering to one side, slow driving, or reduced battery life per charge, they can call their provider for immediate assistance. Interactive Assist grants providers remote access to the system, allowing them to monitor, diagnose, and guide clients through solutions without waiting for an in-person appointment.

For example:

If a client reports slow driving despite turning up the speed potentiometer (speed pot), the provider can check the system remotely.

If the display still shows the speed pot as being turned down, the provider can verify whether the control itself is faulty and ensure the correct parts are brought for repair.

  1. Efficient System Programming

Clients who need environmental (IR) programming can have their systems updated remotely. Instead of waiting for an in-home visit, providers can:

  • Enable IR functions in the enhanced display.
  • Build and customise menu trees for IR use.
  • Save programming settings for future adjustments.

This means that caregivers and clients can immediately access new functionalities without unnecessary delays.

  1. Reducing On-Site Visits

Sometimes, specialty controls require installation, but a programmer may not always be available for an in-home visit. With Interactive Assist, a remote technician can make the necessary programming changes while an on-site technician completes the installation. This eliminates the need for multiple service trips, saving both time and resources.

  1. Real-Time Display Monitoring

One of the standout features of Interactive Assist is remote display monitoring. Providers can view a client’s drive screen in real time, allowing them to:

  • Observe faults as they occur, eliminating false error code reports.
  • Educate clients on menu navigation and system settings without needing an on-site visit.
  • Provide immediate solutions for common troubleshooting issues.

A Game-Changer for Client Independence

Interactive Assist is more than just a diagnostic tool; it’s an essential solution for empowering clients and caregivers. By reducing wait times for service, enabling real-time troubleshooting, and offering remote programming capabilities, this technology significantly enhances the user experience.

Clients can enjoy a higher level of independence, while providers can deliver more efficient, cost-effective, and responsive support. In an era where technology is shaping accessibility, Interactive Assist is paving the way for a smarter, more connected approach to assistive device management.

Are you a provider looking to improve service efficiency? Consider integrating Interactive Assist into your workflow and experience the benefits of remote troubleshooting and programming today!

No matter how complex your needs, Quantum Rehab has a product which will ensure you can go about your daily tasks with as much independence and self agency as possible.

If you would like to contact us to chat through your specific needs in more detail, please do not hesitate to call us direct on 01869 324600, or drop us a line through our online contact form.

Alternatively, you can reach out to our team of Quantum Rehab Specialists to find out more.