Driving service efficiency for Stiebel Eltron’s partner network

Modernizing technical support: Remote service for smart devices

Field service costs and inefficient site visits were draining resources for Stiebel Eltron and their network of professional installers and service partners. These technicians needed a way to monitor, troubleshoot, and fix heating, ventilation, and hot water units without constant travel.

With more complex systems in the market and rising customer expectations, the client’s strategic goal was clear: launch a scalable, cloud-based platform to empower technical teams across their service ecosystem – enabling immediate, remote maintenance and support, cutting waste, and raising the efficiency bar for everyone servicing Stiebel Eltron equipment.

Proekspert’s role: Enabling remote analysis and problem-solving

Proekspert developed an application that lets technicians analyze and resolve end-user issues remotely using secure remote control – so most support tasks can be completed off-site.

Our solution provides:

• Remote monitoring for continuous device health, performance, and security status.
• Connectivity via secure internet or local/direct hotspot for flexibility across device models.
• Real-time access to system settings: temperature, operating times, and operating modes.
• Receipt of detailed error logs with suggested solutions for quick problem resolution.
• Option to save and restore all system parameters for streamlined repairs.
• Diagnostics and relay testing tools for targeted maintenance.
• Built-in access to spare parts, manuals, and hydraulic diagrams – essential for every technician.
• Multi-user support for concurrent device access and management.
• Platform designed for easy expansion to new devices and fast rollout of additional features, supporting multiple device types across product families.

All functions directly support technicians to work faster and smarter, keeping field support lean and focused.

Smarter support – less downtime

The Servicewelt app shifted technical support from routine on-site work to remote maintenance – empowering installers, service partners, and technical teams across Stiebel Eltron’s entire network. Professionals can now resolve most issues without physical visits – saving time and cutting operational costs for both Stiebel Eltron and its partners, while raising service quality for end customers.

Installers and technicians can:

• Instantly access device diagnostics and configuration tools
• Apply fixes, update parameters, and complete repairs remotely
• Respond to problems faster and minimize device downtime for customers

Service partners and support teams get a unified toolbox that evolves as new device types and features come online – keeping the entire service ecosystem ahead of operational demands.

Impact for the client’s organization

The Servicewelt app delivers strategic value by cutting operational costs, accelerating support response, and enabling scalable remote service – not just for Stiebel Eltron, but for all authorized partners:

• Field service costs drop – most technical issues resolved remotely, reducing expensive site visits for Stiebel Eltron and their partners.
• Faster issue resolution and improved device uptime – real-time diagnostics keep systems running, delighting customers and supporting channel reputation.
• Scalable platform – rapid integration of new device types and features, strengthening aftersales service and enabling business growth through channel empowerment.

Client

Stiebel Eltron is a leading global supplier of high-efficiency products and services for heating, cooling, ventilation, and hot water. Headquartered in Holzminden, Germany, the family-owned company employs more than 5,000 people and serves customers in over 120 countries. With nearly 100 years of expertise, Stiebel Eltron drives the energy transition by powering all products with renewable electricity and a commitment to innovation and comfort.

Technologies

React, Redux, Typescript, Jest, Storybook