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23.11.2020 Delivering on-site service without being there

BEUMER Group, Beckum, Germany has developed Smart Glasses as a pioneering product that supports users quickly and easily. BEUMER Customer Support technicians use them to take a virtual look ‘over the shoulder’ of the customer's service technician to solve the problem together. This digital solution reduces travel times and costs.

"With the BEUMER Smart Glasses, our customers can get in live contact with our service experts anywhere and at any time," commented Christopher Kirsch, team leader of BG.evolution.

"If a machine suddenly breaks down, the problem must be solved as fast as possible," said Kirsch. This is the only way for the users to save time and money. If users are not in a position to handle this by themselves, the BEUMER Group sends its globally located technicians to prevent longer downtimes. In addition to service technicians, Customer Support also provides qualified telephone support for trouble shooting, which is available 24/7. However, it can be challenging to successfully communicate complex problems quickly and clearly over the phone. With Smart Glasses the customer has the opportunity to have a BEUMER technician take a quick look at the problem at any time – on-site support, without actually being there.

The employee at the machine puts on the glasses and starts the BEUMER Support app via voice command. The employee transmits a service number and a pin code to the hotline, and the connection with image and sound is established. The BEUMER technician receives the same image as the customer. The technician can directly give instructions and display all relevant information in the field of vision. The employee has both hands free to follow the instructions of the expert and carry out the necessary actions. Faults can be solved quickly and precisely - at any time. The BEUMER experts are available around the clock, seven days a week. "Language barriers or the lack of specialist knowledge are no longer relevant for trouble shooting," explained Kirsch. "Together with the user, we can also better validate why the fault occurred based on the recorded images."

"As part of the comprehensive BEUMER Customer Support, users add the BEUMER Smart Glasses as an extension to their monthly or annual hotline service agreement. Together with BG.evolution, BEUMER is currently developing further digital products under the umbrella of ‘Smart Solutions’. "Many of our customers are already showing clear interest in the BEUMER Smart Glasses," explained Christopher Kirsch.


The service technician has all the important information displayed in the live image of the camera via the BEUMER Smart Glasses

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