CASE: How NIBE Uses XMReality to Elevate Customer Support

NIBE Energy Systems, a part of the publicly listed global NIBE Group, offers a comprehensive range of intelligent, energy-efficient indoor climate solutions. Their products include heating, air conditioning, heat recovery, ventilation, and water heating systems for homes, apartment buildings, and commercial properties. 

XMReality remote support is implemented in NIBE Energy Systems’ Service Desk at its Swedish headquarters. The Service Desk supports around 90 service partner companies and approximately 5,000 customers in Sweden, along with many more across the Nordics and Europe. Their users range from expert technicians and installers to plumbers and professionals with varying levels of experience in heat pump systems.

The challenge for NIBE

NIBE Energy Systems operates through a large network of subsidiaries across Europe. Service partners, installers, and plumbers who support NIBE can reach the Swedish NIBE Service Desk in Markaryd for expert support.

“We never know who will contact the Service Desk next,” says Berry Christensson, After Sales Service Manager at NIBE Energy Systems. “We work with a wide range of customers and service operators, around 90 service partner companies and roughly 5,000 customers in Sweden alone, plus many more across Europe. Our callers range from highly experienced technicians and installers to those with limited experience in heat pumps.”

As the number of customers, installers, and technicians continues to grow, so does product complexity. NIBE’s latest generation of intelligent heat pumps is designed to be more user- and installer-friendly, but challenging cases still arise. Supporting a large and diverse field network requires advanced support tools to ensure efficient troubleshooting and high-quality service, especially when aiming for first-time fixes in a competitive market.

Solution: remote video support with XMReality 

To meet these challenges, NIBE implemented XMReality remote video support: a visual support tool that enables direct, real-time collaboration between the Service Desk and field technicians.

“We see it as a great opportunity to strengthen our direct contact between NIBE and our service partners on-site and shorten the distance between us,” says Christensson. “This tool enables instant feedback on changes and improvements, avoiding unnecessary communication or customer visits. Any problem solved on the first visit is valuable, not just in time and cost, but also in customer relations.”

Open Access – A Key Purchase Criterion

A major reason NIBE chose XMReality over other solutions was its open access design.

“The other systems I looked at required us to set up service agreements with every field technician,” Christensson explains. “They weren’t systems that allowed anyone to call in. XMReality, on the other hand, lets anyone access Remote Guidance through a simple web link in any browser—no setup or installation required.”

Real-World Troubleshooting Scenarios

Leaks and misconnections are among the most common use cases for XMReality.

“With leaking pumps or unexplained water or gas leaks, we can use the camera to support in locating the fault,” says Christensson. “For electrical issues, it helps identify misconnected cables. Sometimes, a heat pump triggers an alarm because of a nearby component failure. In those cases, we can sweep the entire system with the camera and immediately spot the issue.”

The Right Tool for Tough Challenges

Remote Guidance is particularly valuable for complex or long-standing faults.

“It’s a great tool when the solution isn’t obvious or simple,” Christensson says. “If a fault has persisted for some time and the customer is losing patience, you don’t get a second chance. That’s when we use remote video support, it helps us identify and resolve issues quickly and efficiently.”

Faster Service and a Smaller Carbon Footprint

“For me, excellent service is all about access and availability,” says Christensson. “Customers today expect instant support. They also expect connected products to the Cloud, allowing them to monitor data and troubleshoot. Our heat pumps already provide extensive data, and I see Remote Guidance as part of this same trend toward greater connectivity and transparency.”

By solving issues on the first contact, NIBE saves both time and travel—helping reduce its carbon footprint.

“If an installer has a problem during installation, it saves a lot of time if we can solve it directly with them,” Christensson continues. “It’s faster, more sustainable, and strengthens our brand promise of responsible and efficient operations.”

The Results

Seeing is believing, literally. XMReality Remote Guidance is a highly visual tool where experts can guide technicians using live video, hand gestures, pointers, and even augmented overlays. This “show-don’t-tell” approach bridges language barriers, simplifies complex diagnostics, and ensures more accurate repairs.

When supporting the European subsidiaries, NIBE sometimes work with technicians who speak different languages. “With Remote Guidance, our experts can show them exactly what to do, and they understand immediately.”, says Christensson. 

He continues: “We see great potential in using Remote Guidance together with our connected heat pumps. Better and more accurate troubleshooting means shorter downtime, fewer incorrect spare part replacements, increased customer satisfaction, and reduced travel.”

About NIBE Group

NIBE Group is a global organization dedicated to sustainable energy solutions and a lower carbon footprint. The Group operates through three business areas—Climate Solutions, Element, and Stoves—developing, manufacturing, and marketing energy-efficient products and components for both residential and industrial applications.

Founded nearly 70 years ago in Markaryd, Sweden, NIBE has grown into a global group with more than 17,000 employees and annual sales exceeding SEK 25 billion. The company’s success is built on long-term investments in sustainable innovation, strategic acquisitions, and a strong culture of entrepreneurship and responsibility.