Home Appliance Remote Management (HRM) Service

Samsung Electronics is expanding its home appliance remote management (HRM) service globally, enhancing the remote diagnostic and troubleshooting experience for smart appliances users around the world. The service is now active across 122 countries with support for 17 languages, enabling seamless support for a wide global customer base.

HRM is a service that connects SmartThings-connected appliances to Samsung’s service network, maintaining a continuous record of device conditions and enabling real-time monitoring through the service center. With customer consent, advisors at service centers can remotely access diagnostics data – including refrigerators’ inner temperature levels, dryers’ moisture levels or air conditioner cooling performance – and provide solutions or guidance to solve issues.

HRM has been used in remote customer support since 2020 in Korea, and was piloted across 10 countries in 2024. This year, the service has officially rolled out globally across 122 countries, supporting refrigerators and washing machines. To facilitate successful global rollout, Samsung has expanded HRM’s multilingual support from English and Korean to 17 languages in total – including 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. “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.”

In line with the expansion of screen-equipped appliances like bespoke refrigerators and washing machines, Samsung has also introduced a screen-sharing feature to enhance diagnostic capabilities. For various screens of 7”, 9” and Family Hubs, its users can share their device screens in real time with service center advisors, allowing diagnosis of display-related issues, app malfunctions or multimedia playback problems. First introduced in 2021 with Family Hub refrigerators, screen sharing expanded to refrigerators with the 9” screen in July 2025, with support for washing machines with the 7” screen to follow in September.

Samsung’s HRM service improves the efficiency of customer care by enabling real-time remote solutions for simple product issues that previously required in-home technician visits. For instance, for a customer that reported that the washing machine’s buttons were not responding, the advisor was able to identify the issue as a software glitch and remotely install an update to resolve it, eliminating the need for an on-site visit.

This expansion of the HRM service not only showcases Samsung's dedication to improving customer service but also highlights the company's efforts in leveraging technology to enhance the user experience of its smart home appliances. As more households around the world adopt smart home technology, services like HRM are becoming increasingly important in ensuring the smooth operation of these devices.