Sharpening specialist VOLLMER is now offering direct online communication with its help desk in the form of its new ‘Visual Support’ service. Launched before the Covid-19 pandemic, the encrypted video and audio channels can link customers to technicians in real-time, ensuring that customers are fully supported regardless of the circumstances.
Live streaming means that the VOLLMER help desk and on-site team share the same view of the mechanical and electrical areas of a grinding or erosion machine. The addition of remote access also provides VOLLMER experts with direct access to the machine. This service package makes it possible to identify faults quickly, visually assist with service tasks and reliably respond to application-related questions.
With the new Visual Support system, a remote desktop connection or web-based full HD video and audio communication can be established. By using these apps, the VOLLMER help desk has another channel for direct communication with customers, expanding upon the existing communication options such as e-mail, phone or personal on-site support. Visual Support is part of the V@dison initiative, in which VOLLMER is combining its digital solutions for Industry 4.0 and the IoT (Internet of Things). The newly launched live transmission is based on the oculavis SHARE service solution and can be used on mobile devices such as smartphones, tablets or smart glasses.
Thanks to live streaming, VOLLMER experts can be right where they need to be – on-site and providing the customer with targeted and detailed instructions. Integrated functions such as screen-sharing or whiteboard make communication precise and straightforward. The Visual Support process can be tracked transparently for both parties and multiple participants can be involved if necessary. Since all participants can see the same thing via Visual Support, misunderstandings in communication are greatly reduced, faults are identified quickly and questions are answered more effectively. Ideally, on-site deployments can be reduced. The apps also offer the option for tailored online training sessions, turning customers into the experts.
“Visual Support not only saves on waiting times but also reduces travel costs and it can be accessed with a simple click,” states Dr Stefan Brand, CEO of the VOLLMER Group. “We opted for oculavis, as the app is established on the market as a mature system that has won multiple awards. The solution is not specific to any one manufacturer and, in addition to being installed on smartphones and tablets, it can also be used with smart glasses for hands-free working.”
Vollmer UK Ltd
Orchard Park Industrial Estate
Town Street, Sandiacre
Nottingham NG10 5BP
Registered in England No 503995
Tel: +44 (0)115 9491040
Fax: +44 (0)115 9490042
E-Mail: admin-uk@vollmer-group.com
Website: www.vollmer-group.com
