Digitalization
smartAssist: Virtual customer service at the push of a button
| KraussMaffei
Production reliability with remote service
In the current situation concerning COVID 19 and "Social Distancing" you urgently need service support to keep your machines producing? The smartAssist app is the answer from KraussMaffei. And best of all, customers can use the app free of charge until the end of June 2020.
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KraussMaffei supports the fight against Corona. What digital solutions does KraussMaffei offer customers?
Stefan Feldmeier
In addition to remote maintenance (man-to-machine connection), KraussMaffei is now using the innovative "smartAssist" man-to-machine communication platform. This enables a KraussMaffei expert to provide bi-directional remote support from a KraussMaffei technician or maintenance engineer on site at the machine with enhanced video communication via data glasses, laptops, smartphones or tablets.
Stefan Feldmeier
is Product Owner Digital & Service Solutions at KraussMaffei.
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What benefits does SmartAssist offer in times when no service technician is allowed to visit the customer?
Feldmeier
With smartAssist it is in many cases no longer necessary for a service technician to travel to the customer. Thanks to the highly efficient audio-visual communication, the KraussMaffei expert can get a comprehensive picture of the situation - as if he were on site himself. And the customer's maintenance technician can also be provided with specific information and instructions, so that all the necessary steps for diagnosis and troubleshooting can be carried out by the customer himself.
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How do customers benefit from the KraussMaffei solution?
Feldmeier
Customers can still largely secure their production with smartAssist. Machine problems can be detected and solved despite the fact that a service technician cannot be called in, because the customer's maintenance engineer is supported extensively by our experts.
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Does KraussMaffei have a special offer so that customers can take advantage of the service?
Feldmeier
KraussMaffei has provided an App for smartphones and tablets that can be downloaded and installed immediately by any operator. The smartAssist app and Internet access are the only requirements for fast access to the platform. There is no need for machine upgrades, server installations or license investments.
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How can customers book the service?
Feldmeier
Customers first contact their local service organization. Then they can decide case by case whether remote support via smartAssist is suitable
Support for service cases
via Smartphone with the smartAssist-App.
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How does the support work?
Feldmeier
The KraussMaffei expert sees and hears everything as if he were on site, thanks to video transmission via smartphone or tablet from the technician on site. Additional annotations - marks to a specific report in the video image - can be used to provide specific and intuitive instructions or feedback to prevent operating errors. In addition, automatically translatable text notes, entire documents or program content from the expert can be transferred to provide the necessary information and know-how that the customer technician needs.
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How quickly can the remote service start?
Feldmeier
KraussMaffei initializes this service in around 15-30 minutes, once the customer has registered with his local service partner. From then on, video sessions can be started ad hoc by a KraussMaffei expert.
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Is SmartAssist globally available? Who do customers need to contact?
Feldmeier
SmartAssist is now being rolled out in Germany, the USA, Mexico and China - for all KraussMaffei injection moulding, extrusion and reaction machines, and for automation. In the near future, other regions will follow and the system will be available worldwide. Customers can contact their familiar local KraussMaffei service partner.
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