Haver & Boecker connect with their customers
Company expands remote customer support service with introduction of the Haver Service Pad
PACKING specialists Haver & Boecker OHG have expanded their remote customer support service programme with the introduction of the Haver Service Pad.
The Service Pad is a robust industrial PC tablet equipped with a camera for taking photos and videos, and various software products that, for example, control machines and systems. And thanks to its wireless WLAN connection, it can be used at any plant location.
With an Internet connection to the Service Pad, specialists at Haver & Boecker have access to all packing machine- and plant-relevant software, eg the machine control or weigher electronics.
One press of a button on the Service Pad is all it takes for the specialists to localize possible faults in the event of disruptions, thereby allowing rapid trouble-shooting or an immediate deployment of service.
‘The Service Pad is the latest building block that serves to further increase plant availability and minimize downtime,’ said Alfons Lütke-Cosmann, general manager of the Haver Service business unit.
Video-conferencing software facilitates communication between the plant operator and Haver Service. Using the built-in camera, the machine operator can take a photo of a defective component and sends it to the manufacturer. This allows faults to be identified immediately, necessary spare parts can be determined rapidly, and precise repair assistance can follow.
The operator is also able to send a fault message directly to Haver Service without further explanation. The specialists will know immediately what it means and how to help the customer without any misunderstandings as a result of language barriers, thereby easing and simplifying communication and minimizing possible sources of error.
The Haver Service Pad can be retrofitted on all Haver & Boecker machines and plants; the only prerequisite is that the plant is capable of remote communication and offers the possibility for remote maintenance.
