Fronius International GmbH handles more than 30,000 service cases per year. In many cases, a technician from the headquarter must be involved in finding a solution. This generates enormous travel costs for the company. In order to minimize this effort, Fronius International GmbH asked the six groups to produce a prototype for virtual assistance systems for commissioning, control and maintenance of plants.
Easy access to expert knowledge
Based on our low-code platform Simplifier, the iTiZZiMO team developed a Smart Remote Service App. If a plant reports a malfunction, the installers of Fronius International GmbH are able to scan a QR code on the defect plant via smartphone and thus access a menu for further information. They can either watch videos about the repair process or read the solution in PDF files. Live data can also be read out from the system without any problem by using a connector.
If the provided information does not help the installer, another possibility is a service call. The installer can call a technician out of the system. The technician can guide the installer through the maintenance or repair process with audio-visual support. By transferring the camera image of the smartphone, errors can be found quickly and the correct implementation of the process guaranteed. Via an automatic GPS location, the technician also knows exactly where the installer is located.
In order to ensure smooth and transparent communication, the Simplifier was also connected to a Fronius-own ticket system. This guarantees an error-free documentation of tickets. Product data, machine error codes and comments are transmitted. This means that employees can see all incidents from the company-owned CRM system in tabular form.