Conferencing Devices for Remote Service

symmedia, service products, trends

Mobile Devices to support the Remote Service Workflow

Remote Service is used by a growing number of machine operators in production. The advantages are obvious: constant availability of service organizations, fast response times, and efficient and above all joint processing of service cases are the main reasons for using remote service.

Access to machines and machine components with appropriate service diagnosis tools is indispensable, and collaboration between the interacting parties using conferencing tools is particularly important. To support the producing company, symmedia offers the integration of IP webcams, the use of symmedia tools such as the Service Cam, symmedia Smart Glasses and various mobile devices such as tablets or cell phones.

Requirements and Application Areas of Remote Conferencing Devices

The requirements for mobile devices to support remote service vary depending on the application. Common to all is that they must be intuitive to use, usable for real-time collaborative editing, and secure for use at the machine. These are the most common mobile device deployment scenarios for remote service:

  • Commissioning of machines: The tools are already used during the commissioning of machines. Especially in the current pandemic times, machines are increasingly being commissioned completely remotely. Video support from the conferencing devices is often used for this purpose.

  • Start of production: Conferencing tools are also popular when production starts. This makes it possible to monitor the correct operation of the machine and to react quickly to any malfunctions that occur.

  • Use in training and education: Training, tutorials, education and webinars are increasingly being held remotely. An appropriate conferencing solution is indispensable.

  • Troubleshooting and search: Video-supported solutions are usually used for troubleshooting and error correction. The operator on site at the machine often receives his instructions from another point on the earth. This very effective approach saves costs and time, and usually eliminates the need for a competent technician to travel to the site. Also, if a service technician needs to take action, he or she can be equipped with a camera to connect with an expert in the "back office" during a service call, for example. The production manager/production employee can use a camera solution to provide the machine manufacturer with initial visual information before a service technician is called in.

  • Diagnosis at the machine: The diagnosis at the machine is performed by the operator using control tools (see symmedia SP/1 Remote Service) to access the machine. Screen sharing is also used to coordinate with other participants.

  • Diagnosis at the machine: Remote monitoring of production allows production processes to be followed from a bird's eye view. Disruptive factors can be eliminated quickly and manipulated variables changed in a way that production runs more efficiently and smoothly. Sources of danger can be eliminated, and production can be made safer with continuous monitoring.

  • Identification of spare parts and consumables: Remote monitoring enables the identification of wear and spare parts needs. Bottlenecks and downtimes can thus be prevented.

Solutions for the Remote Support Session

symmedia has specialized in the development and optimization of remote service workflows since its foundation. With the software symmedia SP/1 Remote Service, online access to and the entire trouble shooting process for a machine or system can be handled quickly and securely. Tailored to the requirements and needs of the customer, symmedia offers the following conferencing tools for integration into the service process:

  • Integration of the symmedia SP/1 Conference Center as web client and as client application: This is included in symmedia SP/1 standard, the basic system. Both service recipients and service providers use conferencing tools for communication and faster troubleshooting.

  • Installation of IP webcams on the machine: For external access, IP webcams are installed directly on the machine. Thus, images can be streamed live and evaluated at any time.

  • Show visually with the service cam: The integration of the symmedia Service-Cam is particularly advantageous in difficult environments where no cell phone can be used, such as in machine tools. It is particularly suitable for robust use. By the laser pointing function and the extra lighting, the concerned places can be pointed out better than with other devices. Service personnel do not need to use their own device. Dedicated use is possible even in hard-to-reach places thanks to a telescopic rod, a tripod and the built-in magnet. With the camera, a permanent monitoring of critical machines/machine parts via stream can be realized without problems.

  • Hands free with the symmedia SP/1 Glasses App: Users of symmedia SP/1 Glasses data glasses can take part in the conferences in the symmedia SP/1 Conference Center and have their hands free for working on the machine. The symmedia SP/1 Glasses App for video glasses also provides a great show effect at trade fairs, demonstrations or seminars. With symmedia SP/1 Glasses, the functions of the Conference Center whiteboard, text conference and video are available in a Smart-Glasses optimized version.
  • symmedia SP/1 Conference Center App: The symmedia SP/1 Conference Center App for mobile devices allows the use on standard cell phones or tablets with the operating systems iOS or Android installed. Therefore, no special device is necessary. Users of the app can interact with other users of the symmedia SP/1 Conference Center. It enables audio and video conferences, exchange of text messages and images between mobile device and Conference Center as well as whiteboard functionalities. The simplified navigation within the app is designed for the user's environment at the machine: as many app functionalities as possible are covered with as few buttons and interaction functionalities as possible.

Use of Remote Conferencing Tools

An important part of Remote Service is the access to machines and machine components with dedicated tools that are optimized for use in production and meet the high requirements for smooth operation under difficult conditions. While remote conferencing solutions were already of great importance at an early stage in terms of saving time and costs, the cooperation of all parties involved using conferencing tools has become more important than ever in pandemic times. Now that on-site travel has become difficult or even impossible, virtual collaboration is required to keep production running.

By using remote service devices, symmedia SP/1 users can ensure a fast start-up, short downtimes and, as a result, a high productivity of the running operation.

If you have further questions or if you work for a machine / or system manufacturer yourself, and you would like to know more about how our solutions can also be used in your company to run an efficient service, then simply contact us via the contact form.

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