ENGEL Austria, the leading producer of plastic injection moulding machines, will provide its customers with a smart spare parts shop in future. This means that a single screen will give the customer problem diagnoses, maintenance support or process consulting – and enables to order spare and wear parts. The symmedia SP/1 platform, for many years successfully used as remote service solution, thus becomes a complete service portal for the customer.
What is special about it is that the smart shop is directly connected to the machines. The search for required spare parts in the SP/1 Cockpit therefore always takes place context-relatedly. This background intelligence of the shop simplifies identification of the proper part. The customer is thus offered more safety and comfort – at the same time, the spare parts service at Engel is relieved.
Further features: The new ENGEL spare parts shop uses the CATALOGcreator® and presents all spare parts in 3D. Additionally, the symmedia SP/1 Conference Center offers help for spare parts purchasing via screen and video conference online.
Wolfgang Degwerth, Vice President Customer Service ENGEL Austria explains: “The online link of the machine tells our shop which parts are available for the respective machine at all and which ones have already been replaced in the past. Our customer doesn’t have to spend a long time looking for them. This is what makes good service: a service that meets the customer where he currently is.”
The smart spare parts shop was implemented with the new symmedia SP/1 parts. It makes an essential contribution to customer commitment – specifically in terms of spare parts ordering. Those who also use the symmedia SP/1 Parts Agent go one step farther still:
The Parts Agent uses the information from the machine (e.g. provided via symmedia SP/1 Maintenance or symmedia SP/1 Monitoring) to determine the expected demand in wear parts. It automatically generates an order suggestion for the corresponding customer – with the guarantee that the parts will be on site in time at the planned maintenance time.