Service Chats
Dedicated to the service : Create secure chat rooms in seconds
Service HUB
SERVICE IN SECONDS
Service chats within the Service HUB allow you to set up a communication channel for the service within 15 seconds! No onboarding time - start directly. Whether text messages, images or live video via Visual Support - there's no faster way to provide service!
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The solution:
SERVICE CHATS
You've never provided support so quickly!
- Provide synchronous communication channels between manufacturer, service & customers in seconds (no app download necessary, can be used in the browser, invitation via link/SMS )
- Individual or group chats with AI-based live translation
- Exchange text messages, images, videos & audio recordings
- Visual support sessions via live video with augmented reality support
- Report problems via chat: quick routing to the right contact person via ChatBot
Save time and costs in service thanks to fast problem resolution. Provide a secure chat room for support within a few seconds - in your company design if you wish!
Find out more about the use of service chats in your company. Get in touch with us!
A secure chat room for your service case
- Your service platform as a secure channel in your design! This creates trust on the customer and manufacturer side
- SSL-encrypted data exchange
- GDPR-compliant data storage in Germany / Europe on ISO 27001-certified servers. Flexible hosting options are available
Clever management:
SERVICE CASES
Service requests and service chats are organized in cases. Each case contains a protected chat room from which visual support sessions (video calls) can also be started.The storage in cases enables
- Structured recording and processing of problem messages
- Categorization / keywording (tags )
- Assignment to experts / groups
- Full text search & filtering: sorted by tags, customer, machine - just as you need it
- Cases can be connected to existing ticket systems via interfaces and export options (Salesforce, ServiceNow, ... )
- PDF download / summaries
Would you like to learn more about service cases for your company? Get in touch with us!
"We were convinced by the aspects of cost reduction in the form of shorter machine downtimes and reduced travel costs for our service technicians...
... as well as often finding solutions more quickly, as in some cases only a small optimization needs to be carried out. In addition, the strengthening of a modern customer relationship is possible... Thanks to bitnamic CONNECT, we can now offer our customers fast and uncomplicated service or an initial inventory anywhere; this saves time and money on both sides ... In our opinion, bitnamic CONNECT is recommended for both smaller and larger companies."
André Knust
Th. Niehues GmbH - Process Management & IT Service
To the website
Live remote support - more than just video
VISUAL SUPPORT VIA AUGMENTED REALITY
With the help of Visual Support, a live video conference for problem solving can be started directly from a service chat. This allows technicians or customers to connect with (your) experts worldwide in an interactive video conference with many useful tools to solve problems. The machine or system is repaired more quickly and travel is no longer necessary.
Feel free to learn more about Augmented Realty and Smart Glasses in our dedicated AR section.
Quick problem solving in live video via augmented reality
Use the laser pointer to point out important elements in the video image, activate the flashlight from a distance for a better view, take over the camera if required - all with just one click, while the session is running.
Shared whiteboard for assistance
Create snapshots live in the session to discuss situations together on the whiteboard with annotations such as arrows, drawings or texts. The recordings can be saved to preserve the knowledge.
PROPERLY CONNECTED IN CASE OF PROBLEMS
Targeted bot routing ensures that the right contacts are addressed when problems are reported via chat.
Meeting
recordings
recordings
Visual Support sessions can be recorded for documentation purposes. The recordings are stored in the respective service chat under the media section.
Mobile Network
Optimization
Optimization
Visual support sessions in bitnamic CONNECT are optimized for mobile communications. This means that a video image is transmitted even with poor connection properties.
Joint inspections via checklist
Use the log and checklist function for assembly work or machine acceptance tests. Go through checklists together in a Visual Support session and record the results.
Augmented reality and data glasses in industry
Would you like to find out more about the use of augmented reality and data glasses in industry?
Here you will find a helpful introduction to the topic with the webinar recording "Getting Started with AR/VR" (EN subtitles soon)
If you would like to talk directly to an expert, please contact us!
Smart Glasses - the future of industrial maintenance
Augmented reality via Smart Glasses
Visualise information even better while having both hands free for work with bitnamic CONNECT on Smart Glasses. In combination with the Service HUB and the Documentation HUB, service processes can be carried out faster and better, problems can be solved more easily and digital assistance can be provided more effectively.
No matter if you are just getting started or you are a professional: find out more about Smart Glasses and AR/VR in the industry in our dedicated AR/VR section!
All information at a glance with data glasses
Benefit from more freedom of movement by receiving all the information you need via data glasses in your field of vision, leaving both hands free for working on machines.
Augmented reality with the Microsoft HoloLens & Co.
Expand reality with virtual content using the Microsoft HoloLens 2 and make all work processes easier thanks to the spatially appropriate overlays it provides.
Augmented reality on the smartphone
Place and label AR elements such as virtual flags directly in the video stream to highlight certain aspects of the room or create a clear step-by-step guide live.
Visualize CAD models
3D MANAGER
Do you want to discuss particularly complex issues using 3D models before dismantling the machine or system?
Our 3D Manager was specially designed for the visualization of parts, components and assemblies without passing on sensitive data.
Synchronous, interactive access to 3D models
Convert CAD models (in .stp/.glb format) once to open them quickly without long loading times on smartphones, tablets or smart glasses. No data is stored on the used end device .
Simple visualization of individual components using intuitive tools
Access helpful tools such as the integrated component list, the adjustable exploded view, the transparency slider, the selective marking or hiding of selected components or the text and annotation function.
Easy to find 3D models and scenes thanks to clear categorization
Save edited 3D models (including annotations, fade-outs, markers, selected degree of explosion, etc.) in the form of scenes and use them again for future problems. You can find the models and scenes you need in seconds using the search function.
Fast, secure opening thanks to one-time conversion
Convert CAD models (in .stp/.glb format) just once to open them quickly without long loading times on smartphones, tablets or smart glasses - no data is saved on the end device used .
Everything in view
360° VIEWER
Completions, product acceptances, inspections or parts deliveries - do you want every detail to be in full view? Important contacts cannot be present live on site or you need the recordings for documentation purposes?
Use Visual Support in combination with a 360° camera to enable not only image sections but also a full all-round view.
- Direct transmission of the 360° video image in the current session
- Quick highlighting of image elements using a laser pointer
- Simple explanation of facts with the 360° whiteboard
Versatile application
POSSIBLE APPLICATIONS
Are you wondering whether the Service HUB is also suitable for applications in your industry? Originally developed for service and maintenance, our solution can also be used in other areas.
- Location-independent support of any kind
Use Visual Support to support your employees remotely in the assembly, construction, installation or repair of machines, systems and components. - Comprehensive solution for your industry
Use Visual Support in the fields of mechanical engineering, plant engineering, aviation, aerospace, agricultural technology, renewable energies, automotive, construction machinery, production, logistics, healthcare, etc. - Joint acceptance tests and quality checks
Remotely support guided acceptance tests. Record the results and go through processes and workflows using checklists and work instructions .
"Our experts can react flexibly to customer requirements and reduce downtimes to a minimum. This saves time and costs for our customers."
"Reliable and fast service are the reasons why our customers have decided to purchase further packaging machines with a high degree of automation from ETT. These complex systems require competent support from our experts in the event of a fault. Thanks to Bitnamic , we have been able to provide supporteven more efficiently for two years now , without having to be on site."
Markus Gnass
Managing Director of ETT Service GmbH
To the website
Why bitnamic CONNECT - Service HUB?
YOUR ADVANTAGES & FEATURES AT A GLANCE
Service Chats (Instant Messenger)
Fast exchange of messages and media even before the video call, including live translation and solid data protection
Service cases (tickets)
Each process is automatically saved in a ticket, which can be tagged or linked directly to the in-house ticket system.
Intuitive operation
Quick opening of an interactive video session for communication between technician and expert
Easy access
Easy access via internet browser, no prior app download necessary
Device-independent access
Easy access on all end devices including smart glasses
User-friendly interface
Excellent usability of the user interface
Mobile Radio Optimzation
Audiovisual connection possible even with low bandwidths or blocked ports in the guest WLAN
Automatic reconnection
Session persists even if the connection is lost for a short time
Self-sufficient action
Flexible connection setup without the need for prior IT approval from the customer
Interactive use
Synchronous access to functions such as laser pointer, flashlight or whiteboard
Reciprocal access
Situational takeover of the camera or sharing and recording of the screen by an expert
Parallel representation
Simultaneous viewing of video stream and synchronized session modules (whiteboard, video player, PDF viewer) in split-screen mode
Simple document exchange
Sending documents, images, videos or chat messages to each other during the session
Interactive 3D Manager
Synchronous viewing and editing of CAD models without passing on sensitive data
All-round filming 360° viewer
Independent and shared view of 360° transmissions including the option of synchronous annotation in the 360° whiteboard
Saved call history
Quick retrieval of archived meetings including media and information exchanged in them
Integrated interfaces
Direct transfer of data via APIs to programs in your IT landscape, e.g. call histories to your ticket system or Salesforce
Various areas of application
Variable use, e.g. for service, maintenance, assembly, installation, monitoring of production processes, training courses, etc.
Various industries
Numerous areas of application in the fields of mechanical engineering, plant engineering, aviation, aerospace, agricultural engineering, renewable energies, automotive, construction machinery, logistics, healthcare, etc.
Augmented reality
Augmented reality and smart glasses for even more efficient workflows and greater freedom of movement
GDPR-compliant data protection
Secure hosting with server location in Germany
Own design
Free choice between standard design, white label branding or company-specific corporate design
Development project?
Would you like to find out more about bitnamic CONNECT and the possibilities for your company or do you need customization? From SMEs to corporations, we work with you to further develop our solution so that it fits your needs exactly.
Get in touch with us!
