REMOTE SUPPORT APP FOR FIELD SERVICE

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Remote error resolution
brings significant travel cost savings

 

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Instant expert access prevents delays and waiting times 

 

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Visual step-by-step guidance ensures outstanding customer support 

 

CHALLENGE

TRAVEL BANS RESTRICT FIELD SERVICE VISITS AND PUT BUSINESS CONTINUITY AT RISK

 

When unexpected errors occur in manufacturing, every minute of downtime results in lost revenue. In the pharma and food industries, products go to waste while  production unexpectedly stands still. This means issues need to be identified fast and fixed as soon as possible to keep operations running smoothly and at full capacity. 

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While pharma and food manufacturers around the globe could always rely on field support for their Syntegon packaging machines, Covid-19 travel bans have led to many delayed or fully canceled on-site visits.

This has particularly hit the Asia-Pacific region where service technicians from Syntegon's South-East Asia (SEA) Hub have to cover large distances to provide support on site. Syntegon had to find new ways to deliver required support to its customers and help them prevent downtime by solving issues faster. 

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“We already have around 50 customers in the Asia and Pacific region making use of our new Remote Service Assistant with REFLEKT Remote. Both, pharmaceutical and food producers are extremely pleased with this service.”

– Arthit Norkhom, Head of Field Service and Technical Support for Pharma, Syntegon

SOLUTION

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SERVICE AND SUPPORT APP EMPOWERS TECHNICAL EXPERTS TO SOLVE ISSUES REMOTELY

 

Using the REFLEKT Remote app on mobile devices and smart glasses, on-site technicians at the manufacturer can instantly connect to customer service teams at Syntegon to receive audio-visual support. The technical expert at Syntegon assists in real time using chat, video calls and document sharing. With REFLEKT Remote experts guide technicians remotely through fixing the issue, step by step as if they were on site.

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Since launching their Remote Service Assistant with REFLEKT Remote in April 2020, Syntegon’s SEA Hub can solve most support issues from a distance. This significantly speeds up error resolution and saves travel costs. The SEA Hub can even support manufacturers who could not make use of field services in the past, as on-site support was too costly and sometimes not fast enough.

Syntegon initially intended to use their Remote Service Assistant for troubleshooting and breakdown situations. However, due to its success in field service, the tool is now also utilized for commissioning and training. 

 

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