Collective intelligence software for industrial after-sales - Contributor Role
At a glance:
Activate a new lever to deliver the best service with the Contributor Role of FIXEE industrial after-sales software: collective intelligence.
In the after-sales departments of industrial equipment manufacturers, technicians and hotliners need to be able to call on the right resources quickly and have the right knowledge to solve problems effectively.
That’s why FIXEE is launching the Contributor Role: a new way of collaborating, by inviting colleagues, or external partners such as suppliers, to join a remote assistance session , on a ad-hoc basis, without overloading them. So, to save time, technicians and hotliners can call on artificial intelligence by consulting the Askia Hotliner Intelligent Assistant, as well as on the collective intelligence of the company!
The results: faster resolutions, greater customer satisfaction, and an enhanced knowledge base with every intervention.
Key features :
FIXEE industrial after-sales software mobilizes the collective intelligence of its customers with the Contributor Role.
- Targeted invitation of internal colleagues (engineering, quality, sales, warranty, etc.) or external partners (e.g. supplier) to take part in a project, up to 10 participants with group extension.
- No unnecessary noise: contributors only receive notifications that are relevant to them.
- In-house interventions can be created.
- Participation in interactive video-assistances.
- Access to the Hotliner intelligent assistant to consult the knowledge base (team Contributors only).
- Configurable automatic translation for each participant, for seamless multilingual communication, even on WhatsApp.
Availability :
- General availability: July 25, 2025
- Pricing: included in all our offers
FAQ
Who is this feature designed for?
All after-sales and technical support technicians need to call on other internal (quality, engineering, sales, etc.) or external (supplier, distributor, installer) skills from time to time to solve a technical problem more quickly.
What problem does this feature solve?
The Contributor Role of the intelligent collective software for industrial after-sales service enables a targeted expert to be activated at the click of a button, without creating a full role for him or her, or exposing him or her to all interventions. It avoids wasted time and duplication, improves first-contact handling and ensures centralized information.
How does it work in practice?
The hotliner or technician invites a contributor to the intervention (up to 10 contributors with the group extension). The contributor receives a personalized notification (in-app + email, or SMS if external), accesses all exchanges for this intervention only, and can consult documents, comment and add content. In addition, internal team contributors benefit from access to the industrial intelligent assistant.
How does it differ from existing solutions?
FIXEE isn’t juste another remote assistance tool. It’s a comprehensive platform that mobilizes both collective and artificial intelligence to elevate customer satisfaction. In this way, the after-sales service can involve the entire value chain on demand, without complexity.
How does it integrate into the existing product ecosystem?
Internal contributors are visible in the FIXEE team, but with limited rights. They can be invited to an intervention, create their own internal interventions, take part in interactive video-assistances, and access the knowledge base via the Askia Hotliner intelligent assistant.
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What impact is this expected to have on user performance and efficiency?
For the end customer, the problem is solved more quickly, without the need for multiple email or telephone exchanges. The hotliner quickly mobilizes the collective expertise in the FIXEE industrial after-sales software, and delivers more responsive, fluid assistance.
For industrial service teams, the benefits are immediate:
- Reduction in average resolution time
- Centralize exchanges on a single interface
- Continuous enhancement of the knowledge base
- Reducing the language barrier
