Machine malfunctions and standstills that are not eliminated as fast as possible may become expensive for manufacturing companies. BEUMER Group, Beckum\/Germany, developed the BEUMER Smart Glasses as a pioneering product that supports users quickly and easily. The BEUMER Customer Support technicians use them to take a virtual look over the shoulder of the customer\u2019s service technician to solve the problem together. This digital solution reduces travel times and costs.<\/p>\n
\u201cWith the BEUMER Smart Glasses, our customers can get in live contact with our service experts anywhere and at any time,\u201d promises Christopher Kirsch, team leader of BG.evolution. With this spin-off at the university location of Dortmund, the company brings digital innovation from outside into the company. In other words: \u201cWe are working on a customer problem with the support of start-ups to develop \u201cMinimum Viable Products\u201d. These are minimally equipped prototypes whose market potential and customer acceptance we put to the acid test,\u201d explains Kirsch. This makes it easier for BEUMER to decide quickly whether a new technology makes sense to develop into a finished product \u2013 such as the BEUMER Smart Glasses.<\/p>\n
Together with their colleagues from BEUMER Customer Support and the Department for Research and Development in Beckum, the employees in Dortmund made this digital solution ready for the market. \u201cFrom October 2018 to January 2019, long-term tests were carried out with various customers, including one with live testing with a long-term customer from the building materials industry. We were successful in concluding this phase,\u201d reports Kirsch. The user has been using a high-capacity palletiser BEUMER paletpac and a high-capacity packaging system BEUMER stretch hood for years.<\/p>\n
If there is a problem during operation, this may easily result in production bottle-necks. In the worst case, this results in delays of day-to-day operations. \u201cIf a machine suddenly breaks down, the problem must be solved as fast as possible,\u201d says Kirsch. This is the only way for the users to save time and money. If the users are not in a position to handle this by themselves, BEUMER sends their globally located technicians to prevent longer downtimes. In addition to service technicians, Customer Support also provides qualified telephone support for trouble shooting, which is available 24\/7. However, it can be challenging to successfully communicate complex problems quickly and clearly over the phone. Imagine if the customer had the opportunity to have a BEUMER technician take a quick and easy look at the problem at any time \u2013 on-site support, without actually being there. The BEUMER Smart Glasses make it possible.<\/p>\n
The employee at the machine puts on the glasses and starts the BEUMER Support app via voice command. The employee transmits a service number and a pin code to the hotline, and the connection with image and sound is established. The BEUMER technician receives the same image as the customer (Figure 1). The technician can directly give instructions and display all relevant information in the field of vision. The employee has both hands free to follow the instructions of the expert and carry out the necessary actions. Faults can be solved quickly and precisely \u2013 at any time. The BEUMER experts are available around the clock, seven days a week.<\/p>\n
As part of the comprehensive BEUMER Customer Support, users add the BEUMER Smart Glasses as an extension to their monthly or annual hotline service agreement. Together with BG.evolution, BEUMER is currently developing further digital products under the umbrella of \u201cSmart Solutions\u201d.<\/p>\n