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Siegwerk is deploying remote service solutions to further increase productivity. The new remote service solution referred to as ‘Inkonnect’ is proving to be a viable solution, not only during the current crisis, but also in the everchanging global service landscape. The solutions enable Siegwerk to further enhance its high standards of supporting its customers even over distance.
For more than a year, a cross-functional and transregional project team at Siegwerk has been working intensively to evaluate and implement modern digital support tools based on specific business requirements. The whole project comprises the selection of the suitable software and the gradual implementation of IT infrastructure, a learning platform, and responsible key users.
Inkonnect is based on assisted reality (AR) technology. A suitable visualisation device, for example smart glasses, is connected via a software application, thereby allowing Siegwerk experts to interact remotely with the customer or in-house technicians in real time. The device provides the users with an immediate field of vision and enables the expert to see what the technician is looking at. This way, technicians can use both hands for troubleshooting on site while being advised and instructed by Siegwerk experts. All in all, productivity and efficiency are increased while waiting time, machine downtime, and thus costs, are reduced. What is even more important I sthat the hands free solutions lead to higher safety.
The new remote service will lead to faster response time for customers and will ensure Siegwerk’s expert know how is always accessible.
‘We are very proud that we have managed to make remote service a standard Siegwerk offer and that we will be able to provide customers with our expertise in an even closer and more efficient way,’ said Peter Steinmetz, head of global technology excellence and Inkonnect product owner. ‘With this modern solution, Siegwerk further strengthens its high quality standards in customer service and has once again positioned itself for the future.’
The new solution was first tried and tested in pilot projects. Now, it will be available to targeted groups of Siegwerk employees around the world.
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