Now obtainable in 122 international locations and 17 languages, HRM delivers sooner, extra seamless buyer help throughout borders
Samsung Electronics is increasing its Home Appliance Remote Management (HRM) service globally, enhancing the distant diagnostic and troubleshooting expertise for sensible home equipment customers all over the world. The service is now energetic throughout 122 international locations with help for 17 languages, enabling seamless help for a large international buyer base.
HRM is a service that connects SmartThings-connected home equipment to Samsung’s service community, sustaining a steady report of gadget circumstances and enabling real-time monitoring by way of the service middle.1 With buyer consent, advisors at service facilities can remotely entry diagnostics information – together with fridges’ internal temperature ranges, dryers’ moisture ranges or air conditioner cooling efficiency – and supply options or steering to resolve points.2
HRM has been utilized in distant buyer help since 2020 in Korea, and was piloted throughout 10 international locations in 2024. This 12 months, the service has formally rolled out globally throughout 122 international locations, supporting fridges and washing machines. To facilitate profitable international rollout, Samsung has expanded HRM’s multilingual help from English and Korean to 17 languages in whole – together with Spanish, Portuguese, German, French, Russian and Czech.3
“Samsung’s HRM service exemplifies our commitment to proactive, smart customer care,” mentioned Miyoung Yoo, EVP and Head of Global Customer Satisfaction Team, Digital Appliance (DA) Business at Samsung Electronics. “Thanks to the combination of seamless connectivity and real-time insights, this service helps to reduce complexity for our customers, ultimately enhancing their overall satisfaction.”
Enhancing Service for Screen Appliances
In line with the growth of screen-equipped home equipment like Bespoke fridges and washing machines, Samsung has additionally launched a screen-sharing characteristic to boost diagnostic capabilities. For varied screens of seven”, 9” and Family Hubs, its customers can share their gadget screens in actual time with service middle advisors, permitting analysis of display-related points, app malfunctions or multimedia playback issues. First launched in 2021 with Family Hub fridges, display screen sharing expanded to fridges with the 9” display screen in July 2025, with help for laundry machines with the 7” display screen to comply with in September.4
Immediate Solutions and Reduced Service Visits by way of Remote Assistance
Samsung’s HRM service improves the effectivity of buyer care by enabling real-time distant options for easy product points that beforehand required in-home technician visits. For occasion, for a buyer that reported that the washer’s buttons weren’t responding, the advisor was in a position to diagnose by way of the HRM system that the Child Lock setting was energetic. With easy steering on the right way to disable the setting, the issue was solved immediately with out a technician’s go to. In one other case the place a buyer reported condensation on the fridge door, with consumer consent, the advisor was in a position to remotely activate the interior heater, which successfully eradicated the moisture.
In instances when an on-site go to is in the end essential, HRM improves the expertise by permitting technicians to assessment detailed diagnostic information prematurely. They are in a position to arrive on the web site ready with the right elements and instruments, lowering repeat visits and considerably shortening restore time. This makes HRM particularly efficient in massive international locations and hard-to-reach areas the place conventional technician visits could face delays.
In areas such because the United States and India, HRM can be used proactively to handle potential gadget malfunctions earlier than they escalate.5 In the U.S., SmartThings-connected units are actively monitored for a variety of potential dangers. When…
