Puratos launches AR app to increase customer support

The Puratos Group has announced the launch of an augmented reality customer support tool/app that will instantly connect bakers, patissiers and chocolatiers to the company’s experts via augmented reality (AR) to help with trouble-shooting and problem-solving.

Established in Belgium in 1919, the company provides a range of innovative products and services for artisans, industry, retailers and food service customers in the bakery, patisserie and chocolate sectors.

Its new Digital AdvisAR is a fast, user-friendly and sustainable solution for all customers – artisan, industrial and in-store bakeries – seeking immediate expert advice on recipe, technical and quality challenges.

Digitalisation strategy

The launch plays an important role in the company’s digitalisation strategy and with 600 technical experts located across 71 countries worldwide, Puratos says it can provide exceptional in-person technical customer support.

When the pandemic struck, it needed new ways to support its clients when international travel restrictions were introduced.

“Although many businesses have initiated digitalisation strategies in response to the pandemic, this idea began before that, back in November 2019​,” said Christophe Surdiacourt, Group Customer Technical Support Director, Puratos. “

It was inspired by a Harvard Business Review article advocating the use of AR strategy in many more types of business because of its benefits for customer interaction.

“As digitalisation is already a core part of our growth strategy at Puratos, we were excited to explore the opportunity and develop an app that could align with our customers’ needs for speed, quality and efficiency.​

“We’re thrilled that we can now respond so fast to guide and support them through their challenges, wherever they are,”​ said Surdiacourt.

Putatos’s Digital AdvisAR can be downloaded from customers’ usual app stores.