Introduction: Agricultural machinery must be fully functional, especially during harvest time. Time pressure is high, and breakdowns and the resulting delays can have devastating consequences for farmers. Agricultural machinery manufacturers and dealers as service partners can take the pressure off by offering solutions that can speed up repairs and prevent a trip to the workshop. The easiest way to do this is with remote service apps that allow external technicians to be connected in seconds via service chat or live video call.
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Farmers need machinery that works, not only but especially when it comes to harvesting. The time pressure is enormous, as external factors such as the weather determine when work can be carried out.
During harvest time, agricultural machinery is not only constantly in use, it must also be ready for use at all times. As small and medium-sized farms in particular cannot afford a fleet of vehicles, they rent agricultural machinery from contractors. During the harvest, demand is correspondingly high, as everyone needs the combine harvester or tractor at the same time.
“Neither farmers nor contractors can afford downtime during this time - if a machine is defective, time is money and its repair must be initiated as quickly as possible”
Rolf Behrens, CEO & Co-Founder Bitnamic GmbH
The contractor usually contacts the dealer or manufacturer with a service case, who can provide the necessary service with specialist knowledge and personnel to get the machine up and running again as quickly as possible.
It is time-consuming and expensive for technicians to travel. As different generations of agricultural machinery are used in the fields, extensive knowledge of different models and model series is also required to ensure quick repairs and to provide the right service for the right machine - the field service of manufacturers and dealers is therefore working under high pressure and a constant shortage of resources.
"The situation can be eased with a remote service via app (or browser): A service technician of the agricultural machinery manufacturer or dealer can be connected remotely via a live call from a service chat (messenger for service), get a picture of the situation on site via video transmission and take care of the problem."
– Rolf Behrens
Here, it is helpful if relevant documents such as service manuals or step-by-step instructions can be provided online via the app. Ideally, the machine's history can also be viewed to see what has been repaired so far and which faults are known to have occurred on the machine.
Another optimization option is system integration, which then allows access to machine data or the reading of error codes. This allows the technician to make a diagnosis and provide instructions on how to solve the problem on site.
“It is indeed the case that minor faults can be rectified via updates or adjustments to the machine software, for example, so that physical repairs are not necessary”– Rolf Behrens
However, if a technician does have to arrive, the diagnosis can be communicated to him in advance - he will have all the necessary spare parts to hand, will not have to search for the cause of the fault and can start the repair immediately, which considerably reduces the time spent.
As the advantages are obvious, remote service apps are often used for maintenance - not only for agricultural machinery - and can be used regardless of the machine generation. Remote services are therefore not limited to the latest machine generations, which are equipped with modern sensors and telematics systems, for example. In addition to remote diagnostics, remote monitoring and remote maintenance are also possible. The good news:
"Remote service apps can also be used for older machinery without digital technology. It is also not necessary for manufacturers or dealers to have such an app themselves."– Rolf Behrens
The remote service function (Visual Support) within the bitnamic CONNECT Service HUB can be integrated into the service landscape of an agricultural machinery manufacturer, for example, as a white label solution. The user directories are connected and the user accesses all services for which they are authorized - such as the farm machinery app and remote service app - with a single sign-on. The Visual Support session can then simply be started from here.
“Service strategies thus become consistent and are no longer stand-alone solutions.”
– Rolf Behrens
Data traffic in the Visual Support session and Service Chats (with live translation into over 21 languages) is also securely encrypted. Manufacturers can integrate the app (or browser version) into their portal and grant connected dealers access to machine data, service manuals, service chats and Visual Support. This also makes it technically possible to connect to customer service portals or field service management systems for deployment planning.
The example of AMAZONEN-WERKE, one of the leading agricultural machinery manufacturers from the “Agrotech Valley” in the Osnabrück area, demonstrates the successful implementation of a successful service app. AMAZONE offers support via chat and video via its own app and provides important (service) manuals and documentation digitally; the app uses bitnamic CONNECT for this. According to the principle: “build the core, buy the shell.”
The app was created as a white labeling solution in the design of AMAZONEN-WERKE. They set up their own systems, interfaces were built and activated and it was ensured that the servers could communicate with each other. The systems were further developed in close partnership with Bitnamic.
" For AMAZONE, Bitnamic is a strong and reliable partner! The energetic, dynamic team understood AMAZONE's special requirements for support software and implemented them precisely. In addition, they have their own creative ideas to increase the variety of functions without overloading the system. Exactly the partner you need in the service sector!"
– Markus Welk, AMAZONEN-WERKE H. Dreyer GmbH & Co. KG – Head of After Sales
Currently, the service manuals are being integrated with checklists for repairs. These offer added value not only for ad hoc repairs, but also for general maintenance tasks, such as how a machine can be made fit for the next season - with step-by-step explanations for cleaning, maintenance and recommissioning.
A detailed overview of its machines and systems, including stored information and manuals, is extremely useful for those who need urgent support in the event of a breakdown.
A remote service app (or browser version) makes it possible to receive fast assistance from external experts in the event of machine breakdowns and damage, and not just during the harvesting season – thereby speeding up the repair process and reducing downtime. Ideally, such an app can be integrated into the existing IT systems of manufacturers and dealers as a white label solution. It appears in the in-house corporate design and users can conveniently use all connected services with a single sign-on.