Today, customers can choose from a wide range of services for the entire lifespan of their plants and equipment. These offerings already start with the delivery of a plant and include not only the mechanical equipment but also electrical/automation systems, digitalization, and other technical services. Customers want to focus more on their core business activities. To this end, SMS group offers software as a service (SaaS) and equipment as a service (EaaS) models and supports its customers as a true lifecycle partner throughout the entire lifespan of their plants and machinery.
The spotlight here is on digital solutions for collaborating with customers over long distances. This relates on the one hand to remote assistance, which gives staff members customer-approved remote access to the plant, in order to carry out troubleshooting and optimization work. On the other hand, customers are supported by augmented reality (AR). Remote assistance can be given to service technicians working on site or to the customer’s personnel via video and audio technology. The expert has the same view as the person on site and can provide targeted support.
With its X-Pact® Service Portal, SMS group has created the ideal infrastructure for remote support during and after commissioning and offers this technical remote support capability with every new plant. SMS group relies here on products from its expert partner symmedia that provide a secure service portal connection and, thanks to the use of AR headsets for the equipment, enable a direct dialog with the customer's specialists via chat, audio, video or whiteboard functions.