How do you improve the process of reporting issues to the respective service partner? How do you get in direct contact with the service partner without being put on hold for a long time by service hotlines?

Use Case: Digital service solutions for fast support

Spectral Audio Möbel in Pleidesheim, manufacturer of custom-made TV furniture, uses ServiceBoard, a digital service solution from tapio. The smartphone of Jochen Fuchs, head of wood production at Spectral Audio Möbel, just reports: "Increased vibrations at the spindle of the HOMAG-CNC.”

Jochen Fuchs looks at his machine. He just started the next production cycle on this machine. He goes back to the machine that currently runs the program.

While the machine is working, he opens the tapio app ServiceBoard on his tablet and creates a service request with only one click: He selects the respective machine, describes the issue and quickly sends a request. After just a few minutes, the reply from HOMAG Service appears on the ServiceBoard: "Suggested solution: Please clean dirty tool holders and the surface of spindle".

Jochen Fuchs implements the service technician's proposed solution with a few skillful moves. Once the machine has been loaded, he starts the next production cycle.

Again, Fuchs' smartphone virbates. Again with the same message about the oscillating spindle. He reopens the ServiceBoard app and immediately reports back to the HOMAG service engineer.

Typically, Jochen Fuchs would now be stuck in a waiting line, being put on hold. However, he is now contacted via the ServiceBoard app by the service technician, who requests him to start the video diagnosis.

Easy service via video diagnosis

Jochen Fuchs clicks on the video icon in the app and focuses the tablet camera at the tool first. The service technician is, thus, connected via live video to Jochen Fuchs in the workshop. He now hears the service technician on his headset who quickly discovers a severely blunted and slightly broken cutting edge on the end mill via the live video. Jochen Fuchs now receives the service technician's recommendation to replace the tool.

Fuchs quickly puts the idea into action. Now, the machine is ready to start the next processing step. Thanks to the ServiceBoard, this disruption did not cost him a great deal of time and it easly worked from remote. Production is ready to run again and the furniture still makes it to the final inspection and is dispatched on time.

Save up to 25% of the costs

With the aid of the ServiceBoard, problems, e.g. on a machine, can be solved much faster with the service partner or manufacturer - no matter where the service technician or the machine is located. In addition, all service cases and solutions are saved and can be retrieved with just one click.

This digital solution makes it easier for different employees working on the machines. The history of service cases can also be used as a source of solutions for new service cases.

The magazine DDS also reported on this in March 2020 (German only).

ServiceBoard at a glance:

• One app for fast service support for different machines

• Service requests are routed correctly to the corresponding service partner

• Find a solution quickly with the help of video diagnostics and a live service technican

• Solutions are stored and can be retrieved

• Easy and simple service, also for materials and tools
  
  

This saves valuable time and unnecessary costs - for the service partner and the customer - which can sum up to 25%. With just one simple digital product a big improvement can be achieved!

Until 31.05.2020, we invite you to test the ServiceBoard for two months free of charge with the promotion code "DigitalWorkshop". Simply redeem the promotion code in the shop and get started.