Samsung Electronics has expanded its Home Appliance Remote Management (HRM) service to a global scale, now available in 122 countries and supporting 17 languages. The HRM service is designed to enhance the remote diagnostic and troubleshooting process for users of smart appliances.
The HRM system connects SmartThings-enabled appliances to Samsung’s service network, allowing real-time monitoring by service centers with customer consent. Service advisors can access diagnostics data such as temperature levels in refrigerators or moisture levels in dryers to provide guidance or solutions remotely. Since its initial use in Korea in 2020 and a pilot across 10 countries in 2024, HRM has officially launched worldwide this year, initially supporting refrigerators and washing machines.
To support its global rollout, Samsung expanded language options from English and Korean to include Spanish, Portuguese, German, French, Russian, Czech, among others. “Samsung’s HRM service exemplifies our commitment to proactive, smart customer care,” said Miyoung Yoo, EVP and Head of Global Customer Satisfaction Team 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.”
As more appliances are equipped with screens—such as Bespoke refrigerators and washing machines—Samsung introduced a screen-sharing feature that allows users to share device screens live with service center advisors. This feature helps diagnose display issues or app malfunctions. First introduced with Family Hub refrigerators in 2021, it became available on 9-inch screen refrigerators in July 2025; support for washing machines with 7-inch screens is planned for September.
The HRM system aims to resolve simple product issues remotely that previously required technician visits. For example, when a washing machine's buttons were unresponsive due to an active Child Lock setting, an advisor diagnosed the issue through HRM and provided immediate guidance without dispatching a technician. In another instance involving condensation on a refrigerator door, an advisor remotely activated the internal heater after receiving user consent.
When onsite visits are necessary, technicians benefit from advance access to diagnostic data via HRM. This preparation allows them to bring appropriate parts and tools on their first visit—helpful especially in large or remote regions where technician travel may be delayed.
In markets like the United States and India, HRM is also used proactively: connected devices are monitored for potential risks such as operational anomalies. If detected, users receive push notifications via SmartThings so they can act promptly; service engineers may be dispatched if further inspection is needed.
The adoption of HRM has increased following enhanced language support. For example, usage rates doubled globally between January and July 2025. In France specifically, after adding French language support this year for applicable devices like SmartThings-connected refrigerators and washing machines (https://news.samsung.com/global/samsung-expands-home-appliance-remote-management-hrm-service-globally-to-enhance-customer-experience), the usage rate rose by over 30 percentage points compared to when only English was available.
Customer satisfaction scores have also improved alongside greater use of remote services through HRM. In India during the second quarter of 2025, satisfaction with remote service calls increased by more than ten percentage points compared with last year; improvements were noted particularly regarding issue resolution and professionalism during calls.
Samsung continues expanding its customer support solutions such as HRM across new countries and product categories while aiming for greater convenience and efficiency in appliance care.