Blending electrification trends and sustainability goals with digital solutions
06/11/2024
The market for electric vehicles has grown significantly. As a 360° system integrator, elexon uses
What telephone booths have to do with service organization?
Written by
Martin Plutz
Martin Plutz
- CUSTOMER SUCCESS
- 4 min. reading time
Open exchange sessions between the participants of the ARxelerator program currently take place every Friday. Success factors and hurdles in the technical and organizational implementation of remote support or step-by-step instructions in customer service are discussed here and answers are found. A particularly unconventional and innovative idea on how to organize customer service in mechanical and plant engineering was recently presented here by the GEBHARDT Intralogistics Group. All participants were astonished when suddenly there was a discussion about a telephone booth in the production floor. The conversation was about available capacities in the service helpdesk of the company. If not enough employees are available there, remote support services cannot be rolled out as quickly as one might wish due to a lack of capacity. But this is not the case at GEBHARDT. If the helpdesk is busy or the technical expertise of the production staff is needed quickly in the event of a fault at the end customer, the colleagues on the production floor are simply integrated into the service process.
"Every GEBHARDT employee is committed to personal responsibility for the best possible service to the customer. This sentence from our company philosophy served as a model for our approach of also directly involving employees from production in customer support. Because that's where they know the machines best.”, says Marco Gebhardt, CEO, about the motivation.
"Every GEBHARDT employee is committed to personal responsibility for the best possible service to the customer. This sentence from our company philosophy served as a model for our approach of also directly involving employees from production in customer support. Because that's where they know the machines best.”, says Marco Gebhardt, CEO, about the motivation.
A telephone booth set up as a fully-fledged office workstation is the simple answer to the question of how to achieve this without exposing the end customer to loud background noise from manufacturing. And long distances from production to an office would also be inefficient. Another important aspect is the visibility of the solution and the associated proximity to the customer. In essence, it is about the responsibility of all employees for the quality of the machines supplied, customer service, and ultimately customer satisfaction.
Change management when augmented reality solutions are implemented
An inspiring, fresh, yet simple innovation that almost any company can adapt in a similar way when implementing remote support services. After all, implementing innovative technologies like augmented reality in service always triggers a need for change in the processes where the innovation is to be introduced. This usually means questioning and changing processes or adapting the allocation of resources in the process to the new technological possibilities. In practical terms, this can mean, for example:
- Incentivize the use of remote support and tie it to metrics, such as remote fix rate
- Establish usage agreements with end customers and integrate them into service contracts
- Empower internal users, which can mean training and process documentation
- Provide end customers with entry points into the new service process, e.g., through external presentation of remote service offerings in marketing or placing QR codes on machines, equipment, or components to create a physical service contact point
- Or just think around the corner and set up telephone booths on the production floor to be successful
In any case, it is a matter of redesigning processes and mentally and substantively involving the people who work in them so that the change succeeds. Those who take these points into account from proof of concept (PoC) to rollout have the best chance of permanently leveraging the added value of augmented reality and remote support and benefiting from advantages such as faster response times in service or savings on travel costs.
Kontakt
Further articles from the category Customer Success
New Standards for Remote Audits at TÜV SÜD Energietechnik
04/18/2024
TÜV SÜD Energietechnik digitizes its processes with the smart service platform from oculavis. New standards
Holcim Poland innovates its building materials production processes with the oculavis connected worker solutions
04/15/2024
Holcim, a leader in the construction industry with 63,000 employees worldwide, has recently integrated the
HERMA Labeling Machines wins the European Customer Champion Award using oculavis technology
03/01/2024
In a remarkable achievement that underscores the transformative power of digital innovation in customer service
We enable the knowledge to travel and not the technicians. Remote Expert Services in the Mining Industry.
07/20/2022
Networking, automation, and data-driven services provide valuable insights into production processes in mechanical and plant
Optimized processes for machinery and equipment: How the industry uses Visual Assistance
04/19/2022
As a successful provider of visual assistance and augmented reality solutions, we can state one
CUSTOMER SUCCESS
Blending electrification trends and sustainability goals with digital solutions
The market for electric vehicles has grown significantly. As a 360° system integrator, elexon uses
Anna Layko
06/11/2024
CUSTOMER SUCCESS
New Standards for Remote Audits at TÜV SÜD Energietechnik
TÜV SÜD Energietechnik digitizes its processes with the smart service platform from oculavis. New standards
Anna Layko
04/18/2024
CUSTOMER SUCCESS
Holcim Poland innovates its building materials production processes with the oculavis connected worker solutions
Holcim, a leader in the construction industry with 63,000 employees worldwide, has recently integrated the
Anna Layko
04/15/2024
CUSTOMER SUCCESS
HERMA Labeling Machines wins the European Customer Champion Award using oculavis technology
In a remarkable achievement that underscores the transformative power of digital innovation in customer service
Daniel Mirbach
03/01/2024
CUSTOMER SUCCESS
We enable the knowledge to travel and not the technicians. Remote Expert Services in the Mining Industry.
Networking, automation, and data-driven services provide valuable insights into production processes in mechanical and plant
Daniel Mirbach
07/20/2022
CUSTOMER SUCCESS
Optimized processes for machinery and equipment: How the industry uses Visual Assistance
As a successful provider of visual assistance and augmented reality solutions, we can state one
Daniel Mirbach
04/19/2022
CUSTOMER SUCCESS
Remote processes: Superpowers for machine and plant manufacturers
KraussMaffei and oculavis introduce a service platform for maintenance and service in the VDMA magazine
Daniel Mirbach
12/01/2021
CUSTOMER SUCCESS
Joining forces for medium-sized mechanical engineering: oculavis & ISAP
In September 2021, oculavis GmbH and ISAP AG celebrate their second partnership anniversary.
Nico Swienty
08/09/2021
CUSTOMER SUCCESS
Toughest conditions for frontline workers – augmented reality & remote assist in the cement industry
As the leading full-service provider for the cement industry, the cement technologies business unit of
Daniel Mirbach
04/06/2021
CUSTOMER SUCCESS
Digitization in medium-sized enterprises – SCHNAITHMANN Maschinenbau establishes remote support for its global customers and service partners
SCHNAITHMANN is a system integrator and automation specialist. With 245 employees
Daniel Mirbach
07/29/2020
CUSTOMER SUCCESS
One out of two is in the home office! What about the rest?
The current situation has changed a lot: We are shopping with mouth-and-nose masks, have reduced
Daniel Mirbach
05/27/2020
CUSTOMER SUCCESS
thyssenkrupp Bilstein connects production sites with oculavis SHARE
Tier 1 automotive supplier thyssenkrupp Bilstein relies on oculavis SHARE to connect its production sites
Daniel Mirbach
04/29/2020
CUSTOMER SUCCESS
Augmented Reality Remote Support as a digital business model in intralogistics
The GEBHARDT Intralogistics Group has successfully established a digital business model in after sales service
Daniel Mirbach
04/20/2020
CUSTOMER SUCCESS
Flatten the curve? How ramp-up management can be supported in going through the steepest possible curve
In the course of the Corona Pandemic, a large number of industrial companies have completely
Martin Plutz
04/15/2020
CUSTOMER SUCCESS
Generation Y as service technician? A new role model based on digital service technologies!
Many customers and interested parties from the mechanical and plant engineering industry tell me again
Martin Plutz
09/08/2019