STEP-BY-STEP GUIDANCE AND REMOTE SUPPORT TO DELIVER BETTER CUSTOMER SERVICE
Create the digital field assistant as go-to solution for future support
Make 3D printing more accessible for medium-sized businesses
Merge AR-guidance and remote support to enable better customer service solutions
MAKING FIRST-CLASS 3D PRINTING TECHNOLOGIES MORE ACCESSIBLE FOR MEDIUM-SIZED BUSINESSES ACROSS THE GLOBE
Industrial 3D printing technologies for serial production are currently more accessible to large corporations as they can manage high productivity platforms and afford commissioning and support efforts for printing equipment. The world’s leading technology supplier in the field of 3D printing of polymers and metals, EOS, is aiming to make this technology and an appropriate service attractive to SMEs as well.
Their new subscription-based model will offer medium-sized businesses the opportunity to lease a 3D printer and receive the related service for setting up the machine and ongoing support. Until today, EOS provides on-site support globally as well as remote support via a secure connection to the machine and always seeks approaches that could increase efficiency without compromising on service quality.
“With REFLEKT ONE we're planning to provide a new level of customer support that is easily scalable and more efficient for medium-sized businesses without compromising on the quality of service we are known for.”
– Volker Kunze, Team Manager Knowledge Management & Digital Services, EOS GmbH
EVALUATION OF AR-BASED SERVICE & SUPPORT WITH REFLEKT ONE
To make a 3D printing subscription-model more attractive, EOS chose an AR-based solution from RE’FLEKT to cover commissioning, training and enhanced remote support. REFLEKT ONE, the Operating System for Enterprise AR, allows EOS to assess different types of AR-guidance that customers can use to assemble and commission the 3D printing equipment as well as learn how to use it.
This solution has the potential to empower customers to perform simple tasks themselves with engaging “How-to” guides in AR through the REFLEKT ONE app while the EOS service specialists could leverage a broadened remote support solution. Various AR guidance levels are being assessed, including tablets and the Microsoft HoloLens to long-term establish the digital field assistant as go-to solution for future support.