New Era in Customer Support

The remote support with the use of Smart Glasses allows the machine operators and the company’s technicians to get connected remotely in real time for technical support when a technical issue arises while the work is in progress. It is included in the Service Support Contract and it requires an internet connection, so as the distant expert can see what kind of problem the wearer of the smart glasses is facing as if they are present on-site as well.

Apart from the aforementioned, the industrial Smart Glasses benefit in various ways the customers in relation to the efficiency of the industrial processes:

#1. Speed: real-time feedback can lead to minimum machine downtime

The current processes in many industries demand quick responses to any possible issue that may arise. This is where one of the advantages of smart glasses enabled distance assistance lies: the expert can help in real-time by giving advice, focusing on details and requesting the operator to take specific actions on-site. The real-time feedback makes it possible to try out various solutions, monitor and eliminate problem causes and work with 2 persons on the same problem. The positive result is related with minimum machine downtime as well as  shorter intervention Not only are problems solved faster, but there is also the time gained by the expert who doesn’t have to travel all the time and save travel costs for the company.


#2. Efficiency: improved performance and quality of industrial activities

By using smart glasses with a distance assistance solution to support distant operators and workers, companies have managed to improve their availability, performance and quality rates. Technicians have managed to improve both the speed and quality of their maintenance and repair work of the printing machines. Operators can perform complex or rare set-ups and changeovers led by a distant expert faster and with fewer mistakes, reducing the amount of process adjustments required.


#3. Knowledge sharing and training: Smart Glasses minimize the time of training

Companies are lacking skilled workers. Skilled workers, a widening skills gap are all contributing factors. The most demanding positions to fill are certainly the ones that have the biggest effect on performance. Technical staff such as controls engineers, skilled operators, and technicians are critical to expanding operations and improving productivity. These are the positions in a company that require the training and investment. Besides, the Covid pandemic imposed travel restrictions making it even more hard to travel and train technicians.