Efficient machine maintenance: How remote services and visual support enrich and relieve the industry

Introduction: In mechanical engineering, service (e.g. machine maintenance) is a crucial part of the business model and a strong sales argument. However, traditional field service is expensive and it is becoming increasingly difficult to maintain the usual high quality of service. This is where Remote Services and Visual Support offer innovative solutions to provide expert knowledge efficiently and cost-effectively from a distance.

Reading time: approx. 3 minutes
Interesting for: Service management, maintenance, after sales, plant and machine manufacturers, field services, industrial manufacturing companies

Why remote services are so important in mechanical engineering

For manufacturing companies, it is a top priority to minimize downtimes of their machines and systems in order to avoid production losses and possible contractual penalties due to delivery delays. The availability of fast and competent service is crucial here.Traditionally, however, field service isassociatedwith high costs and logisticalchallenges.

Challenges in field service: shortage of skilled workers and high costs

Training and providing qualified service personnel is expensive, and the shortage of skilled workers is further exacerbating the situation. Many experienced specialists are retiring and there are not enough new recruits to fill the gaps.This leads to competition for scarce maintenance staff, which makesit more difficultto maintain service quality.

Bildbeschreibung: Im Frühjahr 2024 gaben 56% der befragten deutschen Unternehmen an, dass sie den Fachkräftemangel als Geschäftsrisiko in den kommenden Monaten bewerten. DIHK. (15. Februar, 2024)

The solution for machine maintenance: remote maintenance thanks to visual support

With advancing digitalization, machine manufacturers can optimize their services through remote services and visual support. By using interactive live video conferencing, service technicians on site and experts worldwide can work together in real time.This technology makes it possible to solve problems quickly and efficiently without the need for an expertto be physically present.

Possible uses of Visual Support

Visual Support can be used in various scenarios, such as troubleshooting, planned maintenance, machine commissioning and staff training. The connection is established directly in the web browser or via an easy-to-use app, allowing the service to be provided quickly and easily.

Important features of remote service software

For successful remote maintenance, the software used should offer certain functions that go beyond those of a normal video chat application. These include the ability to create and collaboratively edit still images, the use of augmented reality elements and laser pointers in live video, and awhiteboard with an annotation function.

Die Split Screen-Funktion in der Expertenansicht. Der Experte hat die Videoansicht des Technikers vor Ort bei einem Servicefall an einer Maschine und kann ihm u. A. wichtige Elemente farbig kennzeichnen.

Integration of CAD data for even better visualization

A particularly useful extension to Remote Services is the integration of CAD elements. Complex components and assemblies can be visualized with a 3D manager, enabling even more detailed and precise support.This is particularly useful for practising maintenance work or replacing components virtually before they are carried out on thereal object. You can find more information about the 3D Manager on our "Service HUB" page, among others.

Der 3D-Manager von bitnamic CONNECT

Präzise Unterstützung des Technikers vor Ort dank 3D Visualisierung. 

Die “Explosionsfunktion” im 3D Manager

Die CAD-Zeichnung auf dem smartphone. Mit Fingern auseinander gezogen “explodiert” das Bauteil und man hat die Möglichkeit in die Baugruppen einzutauschen und die kleinste Schraube zu finden. Besonders unterwegs im Servicefall sehr hilfreich um sich einen genauen Überblick zu verschaffen.

Advantages for field service management

Remote services offer numerous advantages for field service management. They reduce downtimes, as problems can be solved more quickly, and lower costs, as travel for technicians is minimized.In addition, digital support allows experts to look after several customers at the same time, whichoptimizesthe deployment of scarcespecialist staff.

Conclusion: a win-win situation for machine manufacturers and operators

Remote services and visual support create a win-win situation for machine manufacturers and operators. They make it possible to increase service quality, minimize production downtimes and reduce costs at the same time.At a time when the shortage of skilled workers poses major challenges for mechanical engineering, this digital support offers a future-proof solution to meet the high demands of the industry.

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Source references:

Statistics
DIHK. (February 15, 2024). What business risks do you see for your company in the coming months? [Graph]. In Statista. Accessed June 11, 2024, from https://de.statista.com/statistik/daten/studie/1290347/umfrage/geschaeftsrisiken-fuer-die-deutsche-industrie/

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