If you’re like many manufacturing organizations, you may already rely on a remote support tool like LogMeIn Rescue for internal IT needs—helping your employees troubleshoot hardware and software issues across factory floors or offices. But have you ever considered using those same powerful tools to revolutionize your customer support strategy?

Many manufacturers overlook the full potential of their remote support platforms, using them only for internal tech support, while sticking to slower, outdated processes for external customer support. From helping resellers troubleshoot warranty claims to guiding end-users through setup and repairs, remote support tools like LogMeIn Rescue can do so much more than just fix computers—they can transform how you engage with and support your customers.

Below are 6 creative use cases that demonstrate how Rescue helps manufacturers tackle their toughest challenges while elevating customer support to a whole new level.

1. Pre-Qualifying Customers In the Sales Cycle

For manufacturers and service providers, successful deployments often depend on understanding customer environments before installation. Assessing a potential customer's setup during the sales cycle can help ensure compatibility, reduce post-sale issues, and improve customer satisfaction.

• Scenario: A manufacturer of electric vehicle (EV) chargers requires on-site inspections before approving installations to ensure the customer’s home meets the necessary power and structural requirements. Instead of dispatching engineers to visit every home, the sales team uses LogMeIn Rescue’s Live Lens camera-sharing feature to survey the property in real time.
• How Rescue Helps:
  • Using zero-download smartphone camera sharing, the customer joins a browser-based session and shares their camera and audio feed with the sales team.
  • The sales team remotely guides customers to specific areas (e.g., electrical panels, installation sites) using on-screen annotations to highlight next steps like upgrading a power panel or confirming feasibility.
  • By identifying suitability during the sales cycle, the manufacturer improves efficiency and sets accurate expectations.
• Outcome: The sales team pre-qualifies customers in minutes without conducting expensive on-site visits. Customer acquisition costs decrease, installation problems are avoided, and customers leave the process with clear project expectations.

2. Providing On-Demand Remote Troubleshooting for Critical Equipment

Downtime can have devastating consequences in manufacturing, especially for critical-use equipment where fast and secure resolutions are essential. Customers rely on the manufacturer’s technical support for resolutions, and often have strict security requirements.

• Scenario: A medical technician reports error codes on a malfunctioning MRI machine, halting hospital operations.
• How Rescue Helps:
  • The medical technician clicks on the branded Calling Card desktop shortcut on the accompanying computer to request immediate technical support via Rescue.
  • The manufacturer’s technical support agent connects to the device and uses in-session scripting to automate diagnostics, such as running system tests for calibration errors and software inconsistencies.
  • The agent addresses the issue by adjusting a configuration setting, resolving the problem in real time.
  • After the session, the Calling Card remains for future ad hoc support, but no persistent access is allowed to maintain compliance with hospital regulations.
• Outcome: The issue is resolved on the first call without requiring on-site staff or costly truck rolls, dramatically reducing downtime. Rescue tools like scripting and secure workflows ensure rapid, compliant resolutions that maintain trust in high-stakes environments.

3. Preventing Warranty Claims and Reducing No Fault Found Returns

Managing warranty claims and minimizing unnecessary returns is critical for cost-efficiency and customer satisfaction. Delays caused by shipping returned products, assessing physical damage, or handling invalid claims can add unnecessary costs and hurt your relationship with resellers and end-users.

• Scenario: A customer is unable to get their new smart speaker to work. Thinking the device is defective, they navigate to the support section of the smart speaker app to file a warranty claim.
• How Rescue Helps:
  • As part of the Warranty Claim process, the customer sees a button to request remote troubleshooting. The customer clicks on the button and starts an embedded Rescue chat session with a technical support agent.
  • The technician begins a mobile screen sharing session to view their phone screen to ensure they have configured the network settings correctly in the app.
  • The technician starts a mobile screen sharing session to determine that the speaker’s network settings were configured correctly.
  • Switching to camera sharing, the agent visually inspects the speaker and identifies the problem—a toggled mute switch.
  • The customer receives a post-session survey through the app to rate their experience, all in the manufacturer’s branding.
• Outcome: The customer is able to avoid a lengthy warranty claim, boosting the customer’s satisfaction and trust in the brand, and the manufacturer saves on the costs and delays of unnecessary returns.  With both camera and screensharing, the agent can easily troubleshoot both hardware and software issues, while delivering a cohesive experience in their smartphone app. And the post-session surveys allow them to track customer sentiments and measure agent effectiveness.

4. Navigating Compliance Disputes

Manufacturers operating in industries like healthcare, aerospace, or electronics are often held to stringent regulatory standards. When compliance-related disputes arise, resolving them quickly and transparently requires collaboration across stakeholders, as well as thorough documentation of procedures.

• Scenario: A healthcare provider disputes a calibration error flagged on a blood-testing machine following maintenance by an external contractor. With regulatory requirements at stake, the manufacturer must review the issue in-depth to determine if the machine meets compliance standards or if the maintenance process caused the error.
• How Rescue Helps:
  • The support agent invites the contractor and the manufacturer’s compliance expert into the session as external technicians, without requiring additional Rescue licenses.
  • Together, the parties use camera share to visually inspect the machine’s setup and verify calibration steps.
  • Rescue’s session recording and audit trail features ensure the end-to-end resolution process is logged for regulatory review.
  • Once the error is identified and corrected, the session data is saved directly into their ServiceNow ticket via free integration, to ensure audit readiness.
• Outcome: The dispute is resolved transparently and efficiently while maintaining compliance. The healthcare provider’s trust is reinforced, and the manufacturer avoids penalties or procedural gaps that could have caused downstream issues.

5. Delivering White-Glove Support Through Professional Services

As customer expectations rise, manufacturers are turning to advanced support solutions to differentiate themselves and meet increasingly complex demands. VIP-level support and professional services allow manufacturers to go beyond standard troubleshooting—offering tailored, premium experiences that set them apart from the competition.

• Scenario: A digital billboard manufacturer partners with an advertising agency who is launching national advertising campaign. The agency pays for a professional services and VIP Support package, which includes both advanced training and assistance, as well as White Glove support with a strict SLA. During the campaign, the agency reports a lag in video playback on one of their major displays.
• How Rescue Helps:
  • During the installation phase, the manufacturer uses co-browsing to guide the agency’s finance team through billing portals.
  • During field configuration, Rescue enables remote training for the agency’s technicians using camera sharing and annotations, eliminating the need for travel.
  • When the field technician notices the lag, they request an immediate  camera share session, where they show the technical account manager the issue.
  • Using disruption-free unattended access, the technical account manager remotely connects to the billboard without disrupting the live display.
  • Through diagnostics, the technician automates a driver update in the background using in-session scripting, ensuring smooth performance.
• Outcome: The live campaign runs reliably without interruptions, and the client is impressed by the manufacturer’s proactive, seamless support, strengthening their loyalty. Simultaneously, VIP-level services like training and installation consultations generate additional revenue for the manufacturer while strengthening long-term customer partnerships. And by doing it remotely, they are able to quickly solve the issue without the added cost of truck rolls.

Ready to Transform Manufacturing Support?

In the fast-paced world of manufacturing, customer needs are becoming increasingly technical and demanding. From qualifying customers before a sale to resolving compliance disputes, manufacturers are expected to deliver seamless, efficient, and innovative support solutions that go beyond traditional troubleshooting.

LogMeIn Rescue is more than a remote support tool—it’s a game-changer for manufacturers looking to improve customer satisfaction, prevent downtime, and even generate new revenue streams.

Are you ready to unlock the full potential of your remote support tool and take your manufacturing support—and your customer experience—to the next level?

Request a Demo Today to see how LogMeIn Rescue can help your team deliver smarter, faster, and more innovative support solutions for your customers and your business.