Modern internet technologies are becoming increasingly important in industry. In the context of Industry 4.0 and the Industrial Internet of Things, networked machines are constantly moving further into the focus of machine operators and service managers. The progress of hardware and software reveals previously untapped potential and takes industrial machine and plant maintenance to a new level with an efficient Smart Remote Service.
Today’s Smart Remote Service is based on the latest private cloud technology and is a central maintenance element for machine manufacturers and operators. In addition to remote monitoring of machines, it also allows maintenance processes to be organized and optimally implemented. At the same time, the field service technicians are provided with effective and labor-saving tools.
weSupport as Smart Remote Service offers users economic, technical and organizational advantages. The comprehensive and user-oriented software solution is geared towards Industry 4.0 and the Industrial Internet of Things. With its modular and cloud-based structure, weSupport contains all the key aspects of advanced machine and plant maintenance: service management, monitoring, cooperation, accident analysis and troubleshooting as well as documentation. For machine manufacturers, this results in significant competitive advantages in the area of customer service, which lead to an increasing economic importance of the service departments and a noticeable increase in the satisfaction of machine users.
weSupport is based on coordinated technologies. Detailed background information on the used technologies can be found here.
weSupport consists of the modules weManage, weMonitor, weInspect, weReport and weGlass. These can be used separately or in combination.
As a server-based service platform, weManage is the organizational center of the industrial customer service process. All relevant service activities are mapped in this location- and system-independent software module, which makes it the main node for data, activities and communication.
Condition-based and predictive maintenance takes machine service to a new level. Using weMonitor, machine manufacturers and machine operators can keep an eye on all relevant machine data. Machine and plant monitoring are based on the latest Internet technologies and intelligent data processing.
weInspect is the future-oriented module for an easy cooperation between service technicians and remote experts. As a core element, it offers users an interactive graphical user interface that can be used simultaneously by two or more participants on different devices in dialog situations.
weReport supports service technicians in the systematic recording of service reports during and after the successful completion of customer service work. The module makes it possible to document detected machine malfunctions and completed work as well as a later evaluation of the relevant information.
The module weGlass focuses on uninterrupted work by the service technician. When a malfunction is rectified, it is supported and managed by remote experts and the system in real time, without the need to interrupt the work for communication. weGlass relies entirely on technical progress in the form of Smart Glasses.