SmartService 4.0 is the latest technology in the technical customer service of AMAZONEN-WERKE H. Dreyer GmbH & Co. KG. In addition to using virtual and augmented reality for training and education, the Bitnamic Remote Service component on smartglasses is used for real-time on site support of technicians. For the innovative solution SmartService 4.0., AMAZONEN was awarded a silver medal at Agritechnica 2017.
AMAZONE service specialists can connect with a variety of hardware (computers, tablets, mobile phones or smartglasses), in a multimedia and digital way with agricultural machinery service technicians worldwide. An audio and video connection with a variety of additional features, such as the use of a laser pointer or the remote triggering of screenshots, enables digital networking for optimal cooperation. The information is displayed directly in the service technician’s field of view, leaving the hands free for maintenance work. A solution can be processed together and in real time without long downtime due to travel times.
This simple and efficient communication is made possible by the use of our Remote Maintenance Assistance software. The software, specially developed for industrial use, has been individually adapted, integrated and extended by us according to the special industrial requirements of AMAZONE.
How TECUMA Systems reduces costs while increasing customer satisfaction
TECUMA Systems GmbH, an Osnabrück-based engineering company specializing in packaging technology, slitter winders, special machine construction and production optimization, relies on the latest technologies. Uwe Meyer, managing director of TECUMA Systems, explains: “Direct online access to the system controls and all the associated parameters and digitally recordable settings have been part of the standard equipment of a machine for many years. However, if the operator has to be supported directly in the handling of the complex machine / system, the use of cameras on the main operating units of the machine / system is frequently used. Or a service technician is sent directly to the customer.”
In addition to the maintenance of the systems, time-consuming and costly service processes follow when complex faults or incorrect settings occur. A project for the international corporation LOXY from Norway, with branches in Sweden, Poland, Germany, China and many other countries, is therefore equipped with a new digital service concept by TECUMA Systems.
The Smart Service solution “Remote Maintenance Assistance”, developed by the software manufacturer Bitnamic GmbH, enables cooperation of the machine operator on site with the remote expert through a multimedia session in real time based on a collaborative platform. Combined with the HMT-1 head mounted tablet, RealWear and Barcotec industrial smart glasses, support expertise is provided remotely to the machine operator. Thus, the onsite technician is able to continue his work on the machine with both hands free. Fully automated slitter cutters for safety materials in the textile sector are installed, maintained and supported with Remote Maintenance Assistance.
Uwe Meyer also mentions: “The elimination of the sometimes very expensive dispatch of service technicians, the faster and even more direct support of the operator / maintenance staff at the customer, the possibility that the operator can work with both hands on the machine and simultaneous visualization of information on the display will allow this type of additional service to be disseminated very quickly in the future.”
BARCOTEC GmbH has been active in the field of automatic identification since 1989 and helps customers with mobile devices and comprehensive solution concepts to gain market advantages by increasing their efficiency. The Austrian company is one of the market leaders in this field in the DACH area. BARCOTEC has been a development partner of RealWear for many years and a channel partner throughout Europe.
In the article of Fraunhofer Institute for Manufacturing Technology and Advanced Materials IFAM you can read how the use of our Smart Service Software simplifies and optimizes the processes in adhesive technology. In use are mobile devices as well as modern smartglasses. In combination with our Smart Service Software, supporting instructions and important data are provided in real-time.
The article with further information and advantages can be found online at the following link:
In the current issue of the magazine i-Quadrat for intelligent maintenance, we present a scenario to make remote maintenance smarter and more efficient. An example created by Bitnamic and GiS (Gesellschaft für integrierte Systemplanung) shows the advantages of combining enterprise asset management and remote maintenance systems for service and maintenance.
Using modern remote maintenance solution VIOS in combination with solutions like enterprise asset management systems or additional systems like SCADA, SAP or BDE offers a comprehensive view of the problem. Experts get audiovisual and data based state descriptions, and technicians on site get precise instructions. A positive side effect comes from the documentation of the executed tasks. Using VIOS allows records, artefacts, images and actual data to be added to the documentation history. This way the data can be accessed later and records can be used as manuals. This is an important aspect for machine manufacturers, for example while handing over or in after sales service in remote regions. Using the knowledge gained, documented as cause of error analysis in the knowledge database, machines and service processes can be optimized continuously. Guarantee cases can be solved remotely. The distribution and usage of third-party provider knowledge is another advantage.
You can find additional information on combining VIOS with EAT systems as well on the consequent advantages in the i-Quadrat article online (link below) or in the print issue 02/2016.