Helmut Beckmann-Lenneper: Let me give you some examples. A German customer called our 24/7 service hotline one day before Christmas 2020 because there was an issue with a hot strip mill. The rolling of certain strip thicknesses was instable, even leading to production stops. The customer granted our technician remote access to the system. The technician first checked the diagnostics records of the strips concerned. He quickly found that the values measured by one of the position encoders of the screwdown system for the roll gap adjustment were not plausible. As an immediate measure, the encoder was deactivated. Production was resumed and no problem occurred.
During the next regular maintenance stop, the defective encoder was replaced with a new one. All steps of that service mission were documented in our CRM system. This means that other service technicians can now access the case and view the findings. In December 2020, we received another hotline call from a customer in America. His plant had automatically stopped all of sudden (emergency stop). Our technician checked the log files and other available data via remote access. He quickly came to the conclusion that there were communication problems within the internal network systems. He recommended that the customer should replace a network switch – and, indeed, this solved the problem.