Samsung's Global HRM Service: Revolutionizing Remote Customer Support for Smart Appliances

Samsung Expands Home Appliance Remote Management (HRM) Service Globally

Now available in 122 countries and 17 languages, Samsung's HRM service is transforming customer support by enabling faster, seamless assistance across borders. This expansion enhances the remote diagnostic and troubleshooting experience for users of smart appliances worldwide.

How HRM Works

HRM connects SmartThings-enabled appliances to Samsung's service network, maintaining continuous records of device conditions and allowing real-time monitoring. With customer consent, service advisors can access diagnostics data—such as refrigerator temperatures or dryer moisture levels—to provide immediate solutions or guidance, reducing the need for in-person visits.

Global Rollout and Multilingual Support

Initially launched in Korea in 2020 and piloted in 10 countries in 2024, HRM now supports refrigerators and washing machines globally. To facilitate this, Samsung has expanded language support to include Spanish, Portuguese, German, French, Russian, Czech, and others, making the service accessible to a broader audience.

Enhancing Service for Screen Appliances

With the rise of screen-equipped appliances like Bespoke refrigerators, Samsung introduced a screen-sharing feature. Users can share their device screens in real-time with advisors to diagnose display issues, app malfunctions, or multimedia problems. This feature, first available on Family Hub refrigerators, is expanding to other models.

Benefits of Remote Assistance

HRM improves efficiency by resolving simple issues remotely, such as activating child lock settings or adjusting internal heaters to prevent condensation. This reduces service visits and downtime. In cases where on-site visits are necessary, technicians can review diagnostic data in advance, ensuring they arrive prepared with the right parts and tools, which is especially beneficial in large or remote areas.

Proactive Monitoring and User Satisfaction

In regions like the U.S. and India, HRM is used proactively to monitor devices for potential risks, sending push alarms through SmartThings to alert users. This has led to increased adoption and higher customer satisfaction scores, with improvements in issue resolution and professionalism during service calls.

Growing Adoption and Impact

Usage of HRM has doubled globally from January to July 2025, with significant increases in countries like France after adding local language support. This highlights the importance of accessibility in driving system adoption and enhancing the overall customer experience.