Remote Trouble Shooting with Stora Enso
Do you have solutions for improving remote service team and customer collaboration so that our customers will get best possible support instantly without having certain service technician or expert nearby?
Printers and converters face problems with machinery and materials from time to time often not realizing the root cause.
Paper products are often blamed in the first instance and it is time critical to confirm or to point into the right direction. Nowadays in many cases an experienced technical service manager has to go onsite to help to solve the problem.
Sometimes a technician is not available, already busy with other cases or cannot get to remote locations in time. This will cause unnecessary delays and production losses.
Examples of solutions we’re interested in
Support through colleagues
“Non-technical people solving complex problems onsite”. Colleagues with different background e.g. from sales could visit the printer and get support remotely from an experienced technician. Do you have solutions for making service team’s know-how easily available for everyone collaborating with the customer?
Printer could use a helpline, webcam, software etc. to get support remotely from an experienced technician. Do you have solutions for making service team’s know-how easily available for the printer?
Service team collaboration
Even experienced technicians are not familiar with every converting process and could get remotely a second opinion or have a dialogue with another technical service manager or someone in a production unit or paper mill. Do you have solutions for taking team collaboration and know-how sharing to the next level?
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