With the outbreak of Covid-19, organizations are faced with travel restrictions and quarantine challenges, required to reduce direct contact between employees and service providers. To enable immediate GEA expert assistance for customers during the corona crisis without putting people’s lives at risk, GEA now offers a special remote support solution that is easy-to-set-up.
Easy and secure real-time video communication with GEA experts
GEA Remote Support is a service that provides real-time streaming with GEA experts. From their own location in production, customers can use a commercially available mobile device to connect and communicate in real-time with a GEA expert to resolve their issue. With just two elements, a mobile device and internet access, customers can initiate a session by receiving a short email or SMS containing a secure link, followed by a video conversation, with the option to share high-resolution imagery back and forth, send descriptions and instructions via the chat function or take and share notes during the conversation. All of this is possible without the customer having to install a new application.
Extended real-time communication via GEA Remote Eye Wear
The remote support solution is based on existing GEA Remote Eye Wear technology, offering customers further possibilities for machine maintenance. The specially designed glasses, which include an integrated high-resolution camera and reliable microphone, allows for hands-free remote support, offering several bidirectional functions. By projecting images onto the GEA Remote Eye Wear screen, repairs, process optimizations or inspections can be carried out immediately. GEA Remote Eye Wear is currently available as part of the GEA Service Level Agreement (SLA), however, customers will be able to purchase a stand-alone unit as part of a premium service package in the near future.
SIG offers manufactures a new remote services solution to maximise filling line uptime
As part of its expanding Digital Service portfolio for customers, SIG has launched Remote Services, offering food and beverage manufacturers a smarter way to service their filling machines and to generate more filling line uptime.
Remote Services from SIG is a new digital service that can instantly connect a customer or service engineer to an SIG service expert from anywhere in the world. By using video-enabled smart glasses, SIG can provide a secure live-feed to an SIG expert who can guide users through solving any fault or issue.
SIG developed Remote Services in response to new customer challenges and demands. With the food and beverage industry facing higher competitive pressures, operational complexity and shorter production cycles, manufacturers can no longer afford long waiting times for support and the risk of downtime.
Remote Services ensures SIG’s customers receive fast response times, an improved first-time fix rate, more data insights and analysis, and ultimately more filling line uptime. In addition, Remote Services can help reduce costly travel times, expenses and CO2 emissions.
Remote Services is part of SIG’s value-adding Smart Factory platform – a commitment to deliver smarter filling line solutions and technical services that help transform customer filling plants into intelligent and connected factories.
As part of the Remote Services solution, SIG smart glasses provide a live-feed from the customer plant to an SIG Remote Services expert. This remote service creates a secure data connection and enables the SIG expert to see exactly what the onsite customer or service engineer sees. The Remote Services expert can then send detailed instructions or technical drawings and guide them through resolving the issue. At the same time, the Remote Services expert can identify any parts that need replacing and order them for fast delivery and repair.
