Industry Leaders at the Service Life Cycle Insights Online Event
07/09/2024
Best practices for implementing digital solutions to support after-sales service in machinery
Remote Assistance, Remote Support, Visual Assistance: Exploring Their Distinctions and Benefits of Remote Services
Written by
Anna Layko, PhD
Anna Layko, PhD
- TECHNOLOGY
- 10 min. reading time
Summary
Remote services have become increasingly important in today’s fast-paced and technology-driven world. They enable technicians to diagnose and resolve issues faster than traditional on-site visits, significantly reducing machine downtimes and minimizing production losses. This effective problem-solving approach directly correlates with higher customer satisfaction, fostering loyalty among clients who value reliable and efficient services.
Remote services are utilized across different industries and departments, including first-level support, help desks, customer contact centers, and product support teams, among others. However, various terms such as remote support, remote assistance, visual support, video support, AR-powered visual assistance, and expert support are often used interchangeably and cause confusion. What is the difference between them? Which technology is better suited for which use case? And what value does it bring to the machine manufacturer and its customers?
The base technology defines the terms of remote assistance, remote support, and visual assistance
Remote service is the provision of maintenance, support, and operational services for machines, equipment, or systems from a remote location. By using a variety of technologies, service providers can monitor, diagnose, and resolve problems without having to be physically on site. Depending on the technology used for remote service, the definition may be more specific.
The primary goal of remote assistance or remote support is to assist users with technical issues by accessing machine control panels (operating terminals) through remote control. It is typically used for troubleshooting, incorrect machine settings, or questions about system configurations.
Visual assistance refers to using live video streaming to examine a specific problem and provide real-time assistance. This approach allows a support technician or expert to see what the user is seeing through a smartphone, tablet, or smart glasses. The primary purpose of visual assistance is to allow the expert to directly observe the issue and guide the troubleshooting process, helping to solve complex machine problems, such as mechanical failures.
Visual assistance can be applied throughout the entire machine lifecycle, including factory acceptance testing (FAT), commissioning, troubleshooting, training, field service, and spare parts identification, among other stages. The term has many synonyms that convey the same meaning: visual remote assistance, video assistance, visual support, video support, video guidance, expert support, or expert guidance.
Enhancing visual assistance with advanced industrial features
However, it is important to distinguish between solutions that provide basic video communication and those that enhance it with advanced industrial features. For example, Augmented Reality (AR) technology allows users to see contextual information directly in their field of view. It overlays digital information, such as annotations or instructions, onto the real-world view seen through a camera. It can guide users step-by-step through procedures, highlight components, or provide visual cues and information overlays. This feature is especially useful for complex tasks where precise instructions or visual information are critical to accuracy.
Modern AR visual assistance platforms go beyond traditional video assistance by offering comprehensive features that significantly enhance the user experience. For instance, it is possible to create visual documentation and notes during the support session, save them to a related case, and preserve the technical knowledge generated for future use. When technical documentation is organized in a well-structured case system, support experts and technicians can easily access it for troubleshooting and speed up problem solving. In addition, digital service features, such as digital work instructions and service access points, empower end users to quickly find the information they need and solve issues independently.
In addition, the AR visual assistance platform can be extended to include ticketing and work order management functions in one unified system. With this flexible and powerful tool, technicians can perform various maintenance and service tasks directly within the platform, document progress and results, send improvement suggestions and automatically generate reports or notifications. The platform facilitates the assignment of asset responsibilities to designated experts and supports the documentation of work progress in a fully traceable manner.
If a solution provider offers a white labeling option, a company can enhance its corporate identity by delivering all the functionalities of smart service solutions through its customized service app, and even establish new digital business models.
When choosing a solution, it’s also important to ensure that it’s compatible with all devices and operating systems, and can be seamlessly integrated with other software solutions used in the company, such as Salesforce, SAP, or other CRM systems. Undoubtedly, it should deliver maximum performance in cloud infrastructures while meeting the highest standards of data security and compliance.
Industry leaders set on AR visual assistance with extended functionalities
Industry leaders are increasingly embracing AR visual assistance platforms that offer extended functionalities, recognizing their potential to revolutionize service and maintenance operations. For example, after implementing XpertAssist remote service to support maritime cranes, Liebherr has reduced repair times by up to 50% and service costs by up to 20% annually. Additionally, resolving technical issues remotely not only eliminates unnecessary travel but also reduces carbon emissions, benefiting both the customer and the environment. Körber reports that after deploying the Xpert View application with AR functionalities in their pharma business unit, they have increased the speed and accuracy of root cause failure analysis and reduced the downtime by up to 70%.
Best-practice examples of leading companies that have enhanced their maintenance and service operations with AR visual assistance
Liebherr Maritime Cranes
Solution:
XpertAssist
Use Cases:Advanced technical support for regular maintenance, machine analysis, and troubleshooting.
Value:Mean time to repair reduced by up to 50%.
Körber Group, Business Area Pharma
Solution:
Xpert View
Use Cases:Real-time troubleshooting for fast root cause analysis with AR functionalities.
Value:Downtime reduced by up to 70%.
TRUMPF
Solution:
Visual Assistance
Use Cases:Visual assistance integrated in the CRM system for quick resolution of technical issues.
Value:Reduced costs through minimized onsite servicing.
HERMA
Solution:
Visual Support
Use Cases:Immediate support for commissioning, training, or service cases integrated into their customer portal.
Value:Reduces unplanned machine downtime.
KraussMaffei
Solution:
smartAssist
Use Cases:Instant global access to expert service with just a single touch.
Value:Increases efficiency of troubleshooting by utilizing AR annotations in support.
WIRTGEN GROUP
Solution:
Expert Assist
Use Cases:Live support of experts for troubleshooting or spare parts replacement.
Value:Empowers subsidiaries and dealers worldwide to tap into expert knowledge.
ABP Induction Systems
Solution:
Expert on Demand
Use Cases:Visual remote assistance in case of deviations in the production process.
Value:Saves time and travel expenses.
KASTO Maschinenbau
Solution:
VisualAssistance
Use Cases:Real-time visual assistance and information in case of malfunctions or maintenance work.
Value:Significantly faster and error-free information exchange.
VOLLMER WERKE Maschinenfabrik
Solution:
Visual Support
Use Cases:Support for comprehensive machine maintenance and operator training.
Value:Reduced travel costs and increased machine availability.
SCHMITZ medical
Solution:
Care® Connect
Use Cases:Maintenance, safety inspections, metrological checks, functional tests, and quality controls.
Value:Reduces machine downtime and ensures an efficient workflow in the workplace.
BEKUM Maschinenfabriken
Solution:
Augmented Reality Service
Use Cases:Fast identification of the malfunction’s cause and its prompt resolution.
Value:Real-time support for customers worldwide, without requiring additional hardware.
Maximizing support efficiency with smart service platforms
The main advantage of smart service platforms, such as oculavis SHARE, is the significant relief they provide to helpdesks and first-level support teams. By leveraging advanced technologies such as AR visual assistance and digital work instructions for self-services, these platforms streamline the resolution of common issues, reduce the need for on-site visits, and enable quicker troubleshooting times. This not only alleviates the burden on support staff but also enhances customer satisfaction by delivering faster and more efficient service.
The oculavis smart service platform includes features like knowledge bases, ticketing systems, and service access points, which further optimize support operations and ensure that complex problems are escalated and resolved by the appropriate experts.
When assessing various smart service solutions, it is essential to prioritize the specific use cases and the value they bring to the company and its customers. Once these are identified, the next step is to determine which software features best support the implementation of these use cases in the service environment.
If you want to shape the future of maintenance and remote services in your company, contact us to discuss your use cases.
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