Visual Online Support assists communications between customers and the Technical Service of TRUMPF. This boosts machine availability and reduces the costs for on-site service missions.
Ditzingen, May 21, 2014 – Finding the right solution, and doing it quickly, is decisive whenever a malfunction occurs during ongoing operations. With Visual Online Support, TRUMPF has introduced earlier this year a new tool that will make finding a solution considerably simpler. Within the framework of a TruServices Service Agreement, Visual Online Support offers customers the ability to exchange image, audio and video files with the Technical Service of TRUMPF, simply using an app. Over and above that, images can be edited by both parties to the conversation, in real time. This lets customers inform the specialists at TRUMPF about the situation, quite specifically and in great detail. “Thanks to the link with the customer via Visual Online Support, our in-house service engineers are able to understand even complex situations. In this way, they can solve many more cases, right on the telephone. This brings about a considerable increase in machine availability for our customers and reduces their costs for on-site service missions by as much as 25 percent – not to mention far better identification of the spare parts needed,” reports Sebastian Fuhrich, Product Manager Technical Service at TRUMPF Werkzeugmaschinen GmbH + Co. KG.
A quick and secure connection
To simplify handling for the customers and to guarantee data security that meets TRUMPF standards, TRUMPF implements Visual Online Support in a concept that is entirely independent from the customer’s IT infrastructure. To do this, the app uses for data transmission a WLAN hotspot built right into the machine, the so-called Wireless Operation Point, along with the Telepresence Portal that has been in use for many years now. If a customer wishes to avail himself of Visual Online Support, he requires – in addition to the Service Agreement Visual Online Support and the Wireless Operation Point – a tablet PC on which the corresponding app has been installed.
Whenever service might be needed, only a few steps are necessary to launch Visual Online Support. The operator first contacts the Technical Service of TRUMPF and, together with the service engineer, sets up a secure Teleservice session. Then the customer starts the Visual Online Support app on his tablet PC. As soon as the app has generated a connection to the machine over the Wireless Operation Point, image, audio and video files can be exchanged between the customer and the Technical Service via the Teleservice connection. All in all, this means that TRUMPF offers its customers not only telephone support, Teleservice, and on-site service, but also an additional option to exchange information with a highly qualified team of service engineers. These options complement one another to make for maximum machine availability.