Smart Service for machines and plants
Until now, classic customer support has been reactive. One problem, one call, one solution. But the change is in full swing. Customer support is not focused only on eliminating problems and malfunctions, but on avoiding them. The keywords such as predictive or preventive maintenace and condition monitoring are on everyone's lips. In practice, however, it has been shown that the prerequisites for implementing such procedures are very often not met.
For example, there often is no access to important data, either because it is not fed into data networks or because this data is protected from external access. Especially in brownfield plants, this is the rule rather than the exception. To provide the best possible support in these cases, we have developed FactoryWare WhatsDown.
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Andreas Siede
Factory Ware WhatsDown is based on an idea that is as simple as it is effective: Each support asset (this could be an inverter, or a complete control cabinet or even an entire machine) is provided with an individual QR code label. Scanning this code with a smartphone or tablet gives access to documents and other information about the respective asset. This can be images, manuals, circuit diagrams or software versions.
A special feature is that the documents can be designed interactively. For example, it is possible to divide an image of an electrical cabinet into clickable areas. By clicking on an area, the corresponding circuit diagram or the data sheets of the components available there can then be displayed. A protocol function can be used to record activities and measures that have been carried out and are thus available as a knowledge base. All in all, FactoryWare WhatsDown offers a lightweight entry into the world of smart services in the area of customer support.
Our value proposition for operators
- Extended service life
Through servicing and maintenance, continuousimprovements and maintains full productivity. - Fast response times
Immediate access to all relevant documents (operating instructions, circuit diagrams) and software statuses facilitates troubleshooting. - Higher availability
Direct access to advanced remote service offerings,
such as a telephone hotline, minimizes unplanned downtime. - Build and maintain expert knowledgeStructured recording of malfunctions and the associated corrective measures creates a reference book that facilitates and accelerates troubleshooting.
- High effectiveness with low effort
Machines and systems do not have to be connected to the Internet. There is no need for the administration and security of such connections.
Our value proposition for manufacturers
- Provision of a digital service offer for own customers
The technological platform of FactoryWare WhatsDown can be used as the basis for a proprietary portfolio of digital service offerings. - Flexibility & Scalability
FactoryWare WhatsDown runs in both on-premises andoff-premises infrastructures. The performance can be adjusted at any time tocan be adapted to individual requirements. - Reduction of costs for provision and distribution of documents and software versions
Cloud-based digital distribution of accompanying documents such ase.g. manuals, circuit diagrams etc. and software versions - Service Excellence
The quality of customer service is a decisive success factor for lasting customer loyalty. - Compliance with data protection guidelines
FactoryWare WhatsDown complies with the basic EU data protection regulation.