Efficient Customer Service through intelligent Information Solutions

The maintenance of complex machines requires in-depth detailed knowledge and specific experience from your service technicians. Much of the important information exists in different systems, often only in the heads of individual employees. However, decentralised or even unavailable information is a serious negative factor for your service.
If it's not possible to make this information available to all service employees, valuable expert knowledge remains unused and is irrevocably lost, at the latest when employees leave. Researching, documenting and redistributing this knowledge is both tedious and costly.

The responsible service technician on-site is missing important information about the tightening torque of a screw connection or real-world setting values for the recommissioning of a measuring system? The search for important service information additionally prolongs the already expensive downtimes. A common cause: Even today, service technicians all-too-often have to search for the required information in confusing and far too extensive hardcopy or electronic PDF documents. Quite often, the last resort is to reach for the mobile phone and call a teammate. This is time-consuming and ties up additional people power.

Whether it's confusing maintenance instructions or illegible notes from colleagues: The quality of the documents available to service teams in the field is often inadequate. The problem here is that service technicians must be able to rely on the completeness and technical correctness of their documents throughout their daily work. If they're incomprehensible, this robs employees of time and patience and, in the worst case scenario, can be a source of errors that shouldn't be underestimated when carrying out maintenance work.

With the increasing complexity of modern machines and plants, their maintenance is also becoming more and more demanding. What does this mean for on-site service teams? They're more dependent than ever on dynamically provided information. However, intelligent search functions, guided fault diagnosis or feedback options from the field can only be implemented meaningfully with digital solutions.