Samsung Expands Global Remote Management for Home Appliances
Samsung Electronics Co., Ltd is expanding its Home Appliances Remote Management (HRM) service to a worldwide audience. The service now covers 122 countries and supports 17 languages, delivering faster and more seamless support. First launched in Korea in 2020, HRM connects SmartThings-enabled appliances to Samsung’s service network. With user consent, advisors can review real-time diagnostic data, including refrigerator temperatures, dryer moisture levels, and air conditioner performance, to provide effective guidance.
Piloted in 10 countries in 2024, HRM is now officially available globally for refrigerators and washing machines. To support this expansion, Samsung has grown its language portfolio from just English and Korean to 17, adding Spanish, Portuguese, German, French, Russian, and Czech. “Samsung’s HRM service exemplifies our commitment to proactive, smart customer care,” said Miyoung Yoo, EVP and Head of Global Customer Satisfaction Team, Digital Appliance (DA) Business at Samsung Electronics.
Smarter solutions with remote assistance
To complement the spread of screen-equipped appliances such as Bespoke refrigerators and washing machines, Samsung has enhanced HRM with screen-sharing capabilities. Users can now share screens of 7”, 9”, and Family Hubs in real time, enabling advisors to diagnose app errors, multimedia playback issues, or display malfunctions. Screen sharing, which began with Family Hub refrigerators in 2021, expanded in July 2025 to refrigerators with 9” screens and will extend to washing machines with 7” displays this September.
The HRM service also reduces the need for in-home visits by solving issues instantly. For example, one customer’s unresponsive washing machine was quickly restored after an advisor identified that the Child Lock feature was enabled and provided guidance to disable it. Similarly, condensation on a refrigerator door was fixed remotely when the internal heater was activated. Even when technician visits remain necessary, HRM helps by giving engineers access to diagnostics in advance, ensuring they arrive prepared with the right tools and parts.
In the United States and India, the system also works proactively. SmartThings-connected appliances are monitored for risks, and customers are alerted immediately through push notifications. If needed, service engineers are dispatched to prevent larger problems, reducing both stress and downtime.
Growing adoption and customer satisfaction
Adoption of HRM continues to rise as language support expands. In July 2025, global HRM-supported service calls doubled compared to January. France, for instance, saw usage jump by over 30 percentage points after French language support was added. This sharp increase highlights how critical accessibility is for customer adoption.
User satisfaction is also climbing. In India, where HRM is widely used, customer satisfaction scores for remote calls rose by more than 10 percentage points in Q2 2025 compared to the previous year. Customers especially valued quick problem resolution and the professionalism of advisors.
As Samsung brings HRM to more countries and product categories, the company is setting a new standard in connected care. By combining real-time diagnostics, proactive monitoring, and multilingual support, Samsung continues to deliver smarter, more efficient service for homes worldwide.
