Do you have solutions for improving remote service teams and customer collaboration so that our customers will instantly get the best possible support without having specific service technicians or experts nearby?
Printers and converters occasionally face problems with machinery and materials, 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 in the right direction. Nowadays, in many cases, an experienced technical service manager has to go onsite to help solve the problem.
Sometimes, a technician is unavailable, already busy with other cases, or unable to get to remote locations in time. This will cause unnecessary delays and production losses.
Examples we're looking for
Support through colleagues
“Non-technical people are solving complex problems onsite.” Colleagues with different backgrounds, e.g., from sales, could visit the printer and get remote support from an experienced technician. Do you have solutions for making the service team’s know-how readily available for everyone collaborating with the customer?
The printer could use a helpline, webcam, software, etc., to get remote support from an experienced technician. Do you have solutions for making the service team’s know-how readily available for the printer?
Service team collaboration
Even experienced technicians are not familiar with every converting process. They could get 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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