We enable the knowledge to travel and not the technicians. Remote Expert Services in the Mining Industry.

Customer Success | min. reading time

July 20, 2022

Daniel Mirbach Blog oculavis

© thyssenkrupp Industrial Solutions

A century-young company in transition – by tradition

Networking, automation, and data-driven services provide valuable insights into production processes in mechanical and plant engineering and lead to a customercentric orientation. Excellent services create decisive added value for customers and are also a differentiating factor for machine manufacturers in international competition. thyssenkrupp Mining Technologies recognized this opportunity at an early stage and pushed ahead with the implementation of innovative technologies to optimize technical service processes. As a leading equipment manufacturer and solution provider in the mining industry, the Mining Technologies business unit (BU) is today moving into new digital business areas with Remote Expert Service.

Effective responses to technical challenges anchored in DNA

Exploration, mining, conveying and processing of raw materials form the working environment. The demands on human and machine are extreme to ensure economically efficient operation of crushers, grinding and transport equipment, vibrating screens, conveyors, and bucket wheel excavators. To ensure high plant availability, customers can always rely on fast service and the expertise of thyssenkrupp Industrial Solutions, Mining Technologies BU, no matter how complex and individual the plant. Even during the Corona crisis, which made traveling to provide on-site services impossible, the service team demonstrated fast and reliable customer support using Remote Expert Services when systems threatened to come to a standstill. And plant operators rewarded that with the highest possible currency: trust.

Silos blown up in 4 weeks

Equipped with competencies, responsibility and focused aim, the team around Hakan Keser, Product Manager Digital Service Solutions in the New Business Models Team, seized the chance and started expanding digital services – always with continuous customer feedback. Within four weeks, the right remote software solution was found in oculavis SHARE, industrial-grade hardware was defined, existing processes were analyzed and redesigned, use cases were determined, experts were trained, key users were selected, a pricing model was set up, and the new service offering was communicated transparently to customers.

Hakan Keser
Looking back, Corona was the accelerator for us to integrate Remote Expert Services as an essential service in our existing service portfolio. As a result, we now offer an efficient service that is equivalent to an on-site appointment in all essential aspects: solution-oriented, professional, appreciative, and personal”, says Hakan Keser, Product Manager Digital Service Solutions, BU Mining Technologies.

Customers always in focus: Establishment and expansion of remote use cases

With the remote service platform oculavis SHARE, know-how providers and technicians of BU Mining Technologies remained close to their customers even during the Corona pandemic, although they were sitting far away in the office or home office. This created confidence in the company‘s capabilities and the software that employees used to solve machine related problems. The team started in the pandemic with typical use cases that could be implemented quickly. These included error analysis and correction, inspections, repairs, and maintenance of machines and systems. In the first step, existing smartphones and tablets were used for virtual collaboration. The bring-your-own-device (BYOD) concept allowed easy onboarding of users and offered rapid scaling of the software. Currently, 80 remote experts support customers worldwide with technical issues via oculavis SHARE. For activities that require both hands free, more than 30 RealWear smart glasses are used, which are available in the service network in every mining region in the world and feature high performance, robustness, wearing comfort and safety for industrial use. In addition to the established use cases, the Mining Technologies BU has extended visual support on a plant- and system-specific basis and combined it with other digital services. For example, the digital service is successfully used in the spare parts and wear parts business, in auditing plants, in retrofitting and modernizing systems, and in consulting to optimize production parameters.

Mining 4.0: Single Source of Truth with oculavis SHARE

oculavis SHARE comprises much more than a video call function for the Mining Technologies BU and rather represents a platform in which knowledge about the respective application and associated targeted processes are centrally documented. Remote service calls can be technically documented with images and video recordings and systematically linked to customer plants in so-called cases. OEM experts and service technicians gain an overview of the number and type of service cases and can also share the knowledge gained with colleagues. The data is stored securely in the cloud in compliance with data protection regulations. Mining customers have the option of obtaining the data stored about them at any time and having it completely deleted again if they wish.

oculavis SHARE Web App Cases
Structured knowledge about machines and processes are systematically stored in oculavis SHARE

Standardized offers for customized mining plants

The plants of the Mining Technologies BU are individually adapted to the challenging environments for moving, transporting, and processing huge quantities of raw materials. As unique as the plant concepts and technology are, the digital service offering should be standardized. The portfolio includes three subscription models based on time quotas:

  • BASIC with up to 80 hours per year,
  • STANDARD for 80 to 240 hours per year and
  • HOLISTIC for more than 240 hours per year.

The hourly quotas are designed to ensure continuous customer support for inspections and maintenance by remote experts to avoid unplanned downtimes. In addition, a pay-per use model is offered, i.e., a customer can make use of the digital service in the form of a onetime booking.

Mining 4.0
Service center employees at Mining Technologies performing maintenance on a Kubria Crusher under remote instruction from a mining expert. - © thyssenkrupp Industrial Solutions

The booked availability of the expert is billed. The digital offering is marketed via the regional service units. Remote expert service will be integrated into existing contracts.

Excellent customer service thanks to sustainable customer solutions

thyssenkrupp Industrial Solutions, BU Mining Technologies delivers 360° services along the entire life cycle of machines and plants. Launched in the Corona pandemic, Remote Expert Service with oculavis SHARE fits perfectly into the automation and digitization strategy of the OEM supplier. The solution makes a valuable contribution to exploiting the full productivity potential of mining plants by ensuring that maintenance is carried out on schedule, systems are optimally adjusted, necessary inspections are carried out without long lead times, and downtimes are thus reduced. With the establishment of a business model, digital service is profitable and generates new revenues. Remote Expert Service is highly efficient, reduces both internal organizational costs for time-consuming travel and enables specialists to provide their expertise within hours and be the eyes and ears for the customer – because from now on, we enable the knowledge to travel and no longer exclusively the service technician.

Technician with smart glasses and visual support
Inspection of a rotary kiln by a regional employee with remote support from process and design experts for the mining plant from other locations. - © thyssenkrupp Industrial Solutions

Leading OEM and service for the mining industry

The global demand for raw materials is constantly increasing. This is set against the finite nature of resources and the need to protect the environment and the planet. As one of the few full-service providers worldwide, the solution provider is a reliable partner for demanding customers, offering them tailored, cost-efficient and responsible solutions for the mining, processing, and handling of raw materials – from the mine to the port. thyssenkrupp Mining Services is a global service provider and partner for customers in the mining and aggregates industry. Through close coordination and constant exchange, we achieve our customers‘ goals and help them continuously optimize their equipment and thus their profitability. Quality, reliability, productivity, efficiency, and sustainability are the challenges of the mining industry and our mission at the same time. Smooth processes and optimum efficiency – the prerequisites for this: all components and machines in your plant must mesh together without any problems. The 360-degree service from Mining Technologies offers the possibility to get the right support at any time and for all existing or upcoming concerns – as a single service or embedded in a long-term service contract.

Contact thyssenkrupp Industrial Solutions, BU Mining Technologies

thyssenkrupp Industrial Solutions AG, Schleebergstraße 12, 59320 Ennigerloh, Germany
Hakan Keser (Send an email)
Product Manager Digital Service Solutions @ thyssenkrupp Mining Technologies

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