Grundfos’ New Cloud-Based Service App to Reduce Downtime for Thailand’s Critical Infrastructure

The growth of consumer-centric apps reflects the country’s ambition for ‘Thailand 4.0’ – incorporating digitalisation in key processes to tackle common issues and challenges, which has already impacted sectors across banking, investment, telecom, broadcasting, e-commerce, logistics and tourism. In fact, 61 per cent of the Thai economy is projected to be ‘digitalised’ by 2022[1].

Complementing these efforts, Grundfos’ newly launched mobile app, SmArt Serv, leverages digitalisation to enable the smooth operation of Thailand’s key infrastructure, ranging from industries to water utilities that use Grundfos products. The SmArt Serv app is designed to provide prompt and efficient service to resolve any issues with Grundfos pumps, reducing the service process and minimising the downtime on any repair.

Grundfos pumps are used for various applications in Thailand, supporting key infrastructures such as airports, transport systems, commercial buildings including medical institutes and shopping complexes, and industries. These applications range from water distribution for consumers to water temperature regulation in air-conditioning in commercial buildings to wastewater management.

Nicolai Thrane, Regional Service Director, Grundfos Asia Pacific Region, said: “With water playing such a crucial role in many aspects of Thailand’s public and private sectors, any downtime on critical infrastructure not only has a negative impact on business continuity and revenue, it also has far-reaching consequences when it comes to disruption in water supply.”

“In line with Thailand’s new growth direction to become a high-income economy through technology and innovation, the SmArt Serv app is one of Grundfos’ many efforts to incorporate digitalisation with our service, ensuring a fast response rate and minimise any downtime for our customers as much as possible.”

Through the SmArt Serv app, customers can locate the nearest service provider and raise a request easily through filling an online form and including a picture of the pump or system. The service provider will then deploy one of their service engineers to the site to assess and resolve the issue. For digital pumps, the service provider can even look at fixing the problem online through remote assistance.

The app also provides customers the option to leave ratings and feedback once the problem has been resolved. These reports can be used by Grundfos to assess and plan for continuous improvements in service.

Nicolai Thrane said, “We put great effort into building great pumps, and we want our customers to get the most out of them. To ensure this, we must combine outstanding quality with outstanding service. Customer feedback is a key component of how we ensure this high-quality service and work towards not just meeting but exceeding customer expectations.”

SmArt Serv is available on iOS, Android, and Windows, and can also be installed on a desktop computer.