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Service 4.0 – on site, without being there

Published by , Assistant Editor
World Fertilizer,

Machine malfunctions and standstills that are not eliminated as fast as possible may become expensive for manufacturing companies. BEUMER Group developed the BEUMER Smart Glasses as a pioneering product that supports users quickly and easily. The BEUMER Customer Support technicians use them to take a virtual look over the shoulder of the customer's service technician to solve the problem together. This digital solution reduces travel times and costs.

"With the BEUMER Smart Glasses, our customers can get in live contact with our service experts anywhere and at any time," promises Christopher Kirsch, Team Leader of BG.evolution. With this spin-off at the university location of Dortmund, the company brings digital innovation from outside into the company. In other words: "We are working on a customer problem with the support of start-ups to develop 'Minimum Viable Products'. These are minimally equipped prototypes whose market potential and customer acceptance we put to the acid test," explains Kirsch. This makes it easier for the BEUMER Group to decide quickly whether a new technology makes sense to develop into a finished product - such as the BEUMER Smart Glasses.

If there is a problem during operation, this may easily result in production bottlenecks. In the worst case, this results in delays of day-to-day operations. "If a machine suddenly breaks down, the problem must be solved as fast as possible," says Kirsch. This is the only way for the users to save time and money. If the users are not in a position to handle this by themselves, the BEUMER Group sends their globally located technicians to prevent longer downtimes. In addition to service technicians, Customer Support also provides qualified telephone support for trouble shooting, which is available 24/7. However, it can be challenging to successfully communicate complex problems quickly and clearly over the phone. Imagine if the customer had the opportunity to have a BEUMER technician take a quick and easy look at the problem at any time - on-site support, without actually being there. The BEUMER Smart Glasses make it possible.

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