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Leading mechanical engineering companies across the world and from the following sectors are already successfully using symmedia SP/1: automotive, construction, printing, energy, plastics, foodstuffs, pharmaceuticals, recycling, wood, steel, textiles, packaging. We are working together on the continuous success of their service business.

e-service.24 at ENGEL Austria

What is e-service.24?

ENGEL offers online support, direct at the facility. With ENGEL e-service.24 customers receive well-qualified remote maintenance and online support 24/7. 300 service engineers across the world support customers to identify and repair faults quickly. In the event of a service incident or fault, the system enables an electronic help call to its first-level support or to ENGEL. The specialists can immediately start to find the cause via a remote connection.

Wolfgang Degwerth, Vice President Customer Service Division, ENGEL Austria
Wolfgang Degwerth, Vice President Customer Service Division, ENGEL Austria

e-service.24 at ENGEL Austria

„The issue of service business will become really exciting over the next five years at ENGEL. We will be installing new technologies and will be able to offer our customers something unexpected. symmedia is our partner for service growth and we are pleased that this has been a successful partnership for many years.“

Wolfgang Degwerth, Vice President Customer Service Division, ENGEL Austria

What is e-service.24?

ENGEL offers online support, direct at the facility. With ENGEL e-service.24 customers receive well-qualified remote maintenance and online support 24/7. 300 service engineers across the world support customers to identify and repair faults quickly. In the event of a service incident or fault, the system enables an electronic help call to its first-level support or to ENGEL. The specialists can immediately start to find the cause via a remote connection.

Wolfgang Degwerth, Vice President Customer Service Division, ENGEL Austria

„The issue of service business will become really exciting over the next five years at ENGEL. We will be installing new technologies and will be able to offer our customers something unexpected. symmedia is our partner for service growth and we are pleased that this has been a successful partnership for many years.“

Wolfgang Degwerth, Vice President Customer Service Division, ENGEL Austria

e-service.24 at ENGEL Austria

What is e-service.24?

ENGEL offers online support, direct at the facility. With ENGEL e-service.24 customers receive well-qualified remote maintenance and online support 24/7. 300 service engineers across the world support customers to identify and repair faults quickly. In the event of a service incident or fault, the system enables an electronic help call to its first-level support or to ENGEL. The specialists can immediately start to find the cause via a remote connection.

manroland sheetfed printservices®

What is printservices®?

Print services is an independent business unit at manroland sheetfed. Since 2007 every machine is supplied as standard with TelePrecence (Remote Service capability of the machine plus maintenance management).

In the event of a fault, the Telesupport Center at manroland sheetfed is informed immediately. The TSC can be reached 24/7 so faults can be analysed and rectified quickly.

Other options:

  • Predictive Maintenance
  • Preventative Remote Analysis

KPI CONTROL

manroland has defined some important KPIs for its business and regularly checks the performance of this service area. The key KPIs are:

  • Number and development of service contracts
  • Status of active contracts
  • Response times to service requests.

The regular performance check has previously led to manroland adapting the organisation and service workflow.

For example, the central organisation for the TSC 24/7 product is a result of the KPI checks. The adaptation was successful and today the 20 minute response time is complied with throughout.

Jürgen Schleinkofer, Head of Print Services, Products & Markets, Manroland Sheetfed GmbH
Jürgen Schleinkofer, Head of Print Services, Products & Markets, Manroland Sheetfed GmbH

manroland sheetfed printservices®

„Since the introduction of symmedia SP/1 at manroland sheetfed we now offer a 24 hour service, predictive maintenance and remote diagnostics. Over time our business focus on services provision will grow dramatically which is why we are now implementing maintenance and service solutions which offer added value to the customer.“

Jürgen Schleinkofer, Head of Print Services, Products & Markets, Manroland Sheetfed GmbH

What is printservices®?

Print services is an independent business unit at manroland sheetfed. Since 2007 every machine is supplied as standard with TelePrecence (Remote Service capability of the machine plus maintenance management).

In the event of a fault, the Telesupport Center at manroland sheetfed is informed immediately. The TSC can be reached 24/7 so faults can be analysed and rectified quickly.

Other options:

  • Predictive Maintenance
  • Preventative Remote Analysis

KPI CONTROL

manroland has defined some important KPIs for its business and regularly checks the performance of this service area. The key KPIs are:

  • Number and development of service contracts
  • Status of active contracts
  • Response times to service requests.

The regular performance check has previously led to manroland adapting the organisation and service workflow.

For example, the central organisation for the TSC 24/7 product is a result of the KPI checks. The adaptation was successful and today the 20 minute response time is complied with throughout.

Jürgen Schleinkofer, Head of Print Services, Products & Markets, Manroland Sheetfed GmbH

„Since the introduction of symmedia SP/1 at manroland sheetfed we now offer a 24 hour service, predictive maintenance and remote diagnostics. Over time our business focus on services provision will grow dramatically which is why we are now implementing maintenance and service solutions which offer added value to the customer.“

Jürgen Schleinkofer, Head of Print Services, Products & Markets, Manroland Sheetfed GmbH

manroland sheetfed printservices®

What is printservices®?

Print services is an independent business unit at manroland sheetfed. Since 2007 every machine is supplied as standard with TelePrecence (Remote Service capability of the machine plus maintenance management).

In the event of a fault, the Telesupport Center at manroland sheetfed is informed immediately. The TSC can be reached 24/7 so faults can be analysed and rectified quickly.

Other options:

  • Predictive Maintenance
  • Preventative Remote Analysis

KPI CONTROL

manroland has defined some important KPIs for its business and regularly checks the performance of this service area. The key KPIs are:

  • Number and development of service contracts
  • Status of active contracts
  • Response times to service requests.

The regular performance check has previously led to manroland adapting the organisation and service workflow.

For example, the central organisation for the TSC 24/7 product is a result of the KPI checks. The adaptation was successful and today the 20 minute response time is complied with throughout.

Spare Parts Service at Glatt

How does the spare parts service work at Glatt?

Spare parts are generally needed quickly. And they must fit. Glatt supplies its customers fast and reliably with the necessary spare parts as and when they need them – and more and more frequently via its own Service Portal:

  • Step 1: The customer selects the parts needed for his machine in his Customer Cockpit.
  • Step 2: With one mouse click he sends a spare parts query – and this lands precisely with the employee responsible for this at the manufacturer service.
  • Step 3: The Glatt service employee creates a quote and sends it to the customer.

 

Benefits:

  • From the operator’s standpoint, ordering is an easy and clear process.
  • The operator saves time and nerves because he does not have to search for matching parts on the Internet.
  • The operator receives the matching parts in their usual quality.
  • The manufacturer service benefits from more information about the customer’s spare parts requirement.
  • Spare parts pirates from the competition are forced out.
  • The Request together with all the important information is received online by Service and can then be further processed very efficiently.
Klaus Seidler, After-Sales Service Manager, Glatt GmbH
Klaus Seidler, After-Sales Service Manager, Glatt GmbH

Spare Parts Service at Glatt

„At Glatt the following principle is our focus: Post-purchase is pre-purchase. Therefore we offer our customers, even after the completion of their facility, a fast and reliable spare parts service which we implemented with our symmedia Service Portal.“

Klaus Seidler, After-Sales Service Manager, Glatt GmbH

How does the spare parts service work at Glatt?

Spare parts are generally needed quickly. And they must fit. Glatt supplies its customers fast and reliably with the necessary spare parts as and when they need them – and more and more frequently via its own Service Portal:

  • Step 1: The customer selects the parts needed for his machine in his Customer Cockpit.
  • Step 2: With one mouse click he sends a spare parts query – and this lands precisely with the employee responsible for this at the manufacturer service.
  • Step 3: The Glatt service employee creates a quote and sends it to the customer.

 

Benefits:

  • From the operator’s standpoint, ordering is an easy and clear process.
  • The operator saves time and nerves because he does not have to search for matching parts on the Internet.
  • The operator receives the matching parts in their usual quality.
  • The manufacturer service benefits from more information about the customer’s spare parts requirement.
  • Spare parts pirates from the competition are forced out.
  • The Request together with all the important information is received online by Service and can then be further processed very efficiently.
Klaus Seidler, After-Sales Service Manager, Glatt GmbH

„At Glatt the following principle is our focus: Post-purchase is pre-purchase. Therefore we offer our customers, even after the completion of their facility, a fast and reliable spare parts service which we implemented with our symmedia Service Portal.“

Klaus Seidler, After-Sales Service Manager, Glatt GmbH

Spare Parts Service at Glatt

How does the spare parts service work at Glatt?

Spare parts are generally needed quickly. And they must fit. Glatt supplies its customers fast and reliably with the necessary spare parts as and when they need them – and more and more frequently via its own Service Portal:

  • Step 1: The customer selects the parts needed for his machine in his Customer Cockpit.
  • Step 2: With one mouse click he sends a spare parts query – and this lands precisely with the employee responsible for this at the manufacturer service.
  • Step 3: The Glatt service employee creates a quote and sends it to the customer.

 

Benefits:

  • From the operator’s standpoint, ordering is an easy and clear process.
  • The operator saves time and nerves because he does not have to search for matching parts on the Internet.
  • The operator receives the matching parts in their usual quality.
  • The manufacturer service benefits from more information about the customer’s spare parts requirement.
  • Spare parts pirates from the competition are forced out.
  • The Request together with all the important information is received online by Service and can then be further processed very efficiently.

Service Portal: Digital First Aid at Fette Compacting

Production breakdowns cause huge costs. With the new Service Portal Fette Compacting now offers its customers a direct connection from the machine to qualified service technicians. The portal is operated jointly with the Excellence United partners.

To use the service portal, the machine must be equipped with appropriate software and hardware. Fette Compacting is now offering this option when buying a tablet press. The customer may at any time decide whether he wants to use the system.

Fast help as soon as it is required: As soon as the operator on the machine presses the Service key, a service technician gets in touch via the terminal monitor. Using a webcam and remote access this service technician makes a fast diagnosis and instructs the machine operator in the troubleshooting and fault removal.

If the fault cannot be removed directly, the Service Request is handed over to the Fette Compacting service network. This enables specially trained technicians to directly support customers on-site – worldwide.

SECURE CONNECTION

To use the service portal, the machine must be equipped with appropriate software and hardware. Fette Compacting is now offering this option when buying a tablet press. The customer may at any time decide whether he wants to use the system.

Therefore, technically the connection always originates only from the user. The IT security of the Service Portal is TÜV-certified.

 

PREVENTION IS WORTHWHILE – PROFESSIONAL MAINTENANCE MANAGEMENT

By using the Service Portal it is also possible to avoid unplanned breakdowns in advance as the portal includes a comprehensive maintenance management tool. Data is exchanged via a secure and encrypted connection during which the user can always see his most important production parameters.

Alongside Fette Compacting all the other Excellence United partners are also involved in the Service Portal. This means that worldwide there are over 600 service employees ready and able to provide fast help to customers in all phases of their production.

Lars Plüschau, Director Global Customer Support, Fette Compacting GmbH
Lars Plüschau, Director Global Customer Support, Fette Compacting GmbH

Service Portal: Digital First Aid at Fette Compacting

„The new Service Portal that we have introduced with symmedia and our Excellence United Partners is a great success and an investment in the future. Without Remote Service companies cannot survive in the competitive environment. We are delighted that we can support our customers with the Service Portal as this signifies a perceptible added-value.“

Lars Plüschau, Director Global Customer Support, Fette Compacting GmbH

Production breakdowns cause huge costs. With the new Service Portal Fette Compacting now offers its customers a direct connection from the machine to qualified service technicians. The portal is operated jointly with the Excellence United partners.

To use the service portal, the machine must be equipped with appropriate software and hardware. Fette Compacting is now offering this option when buying a tablet press. The customer may at any time decide whether he wants to use the system.

Fast help as soon as it is required: As soon as the operator on the machine presses the Service key, a service technician gets in touch via the terminal monitor. Using a webcam and remote access this service technician makes a fast diagnosis and instructs the machine operator in the troubleshooting and fault removal.

If the fault cannot be removed directly, the Service Request is handed over to the Fette Compacting service network. This enables specially trained technicians to directly support customers on-site – worldwide.

SECURE CONNECTION

To use the service portal, the machine must be equipped with appropriate software and hardware. Fette Compacting is now offering this option when buying a tablet press. The customer may at any time decide whether he wants to use the system.

Therefore, technically the connection always originates only from the user. The IT security of the Service Portal is TÜV-certified.

 

PREVENTION IS WORTHWHILE – PROFESSIONAL MAINTENANCE MANAGEMENT

By using the Service Portal it is also possible to avoid unplanned breakdowns in advance as the portal includes a comprehensive maintenance management tool. Data is exchanged via a secure and encrypted connection during which the user can always see his most important production parameters.

Alongside Fette Compacting all the other Excellence United partners are also involved in the Service Portal. This means that worldwide there are over 600 service employees ready and able to provide fast help to customers in all phases of their production.

Lars Plüschau, Director Global Customer Support, Fette Compacting GmbH

„The new Service Portal that we have introduced with symmedia and our Excellence United Partners is a great success and an investment in the future. Without Remote Service companies cannot survive in the competitive environment. We are delighted that we can support our customers with the Service Portal as this signifies a perceptible added-value.“

Lars Plüschau, Director Global Customer Support, Fette Compacting GmbH

Service Portal: Digital First Aid at Fette Compacting

Production breakdowns cause huge costs. With the new Service Portal Fette Compacting now offers its customers a direct connection from the machine to qualified service technicians. The portal is operated jointly with the Excellence United partners.

To use the service portal, the machine must be equipped with appropriate software and hardware. Fette Compacting is now offering this option when buying a tablet press. The customer may at any time decide whether he wants to use the system.

Fast help as soon as it is required: As soon as the operator on the machine presses the Service key, a service technician gets in touch via the terminal monitor. Using a webcam and remote access this service technician makes a fast diagnosis and instructs the machine operator in the troubleshooting and fault removal.

If the fault cannot be removed directly, the Service Request is handed over to the Fette Compacting service network. This enables specially trained technicians to directly support customers on-site – worldwide.

SECURE CONNECTION

To use the service portal, the machine must be equipped with appropriate software and hardware. Fette Compacting is now offering this option when buying a tablet press. The customer may at any time decide whether he wants to use the system.

Therefore, technically the connection always originates only from the user. The IT security of the Service Portal is TÜV-certified.

 

PREVENTION IS WORTHWHILE – PROFESSIONAL MAINTENANCE MANAGEMENT

By using the Service Portal it is also possible to avoid unplanned breakdowns in advance as the portal includes a comprehensive maintenance management tool. Data is exchanged via a secure and encrypted connection during which the user can always see his most important production parameters.

Alongside Fette Compacting all the other Excellence United partners are also involved in the Service Portal. This means that worldwide there are over 600 service employees ready and able to provide fast help to customers in all phases of their production.

Online Support with GreCon-SATELLITE

Customer service that is secure, easy and fast. This is provided by SATELLITE remote support from GreCon. Available for all GreCon products the service enables the immediate intervention by an expert in the event of a fault. This means that on-site interventions can also be better prepared or even avoided altogether.

  • Minimisation of service costs
  • Increase in facility availability
  • Faster detection of fault causes
  • Optimisation of service interventions
  • Fault removal without the intervention of the customer
Thomas Mailand, Support Center Manager, Fagus GreCon GmbH & Co KG
Thomas Mailand, Support Center Manager, Fagus GreCon GmbH & Co KG

Online Support with GreCon-SATELLITE

„Traditional customer support has always been a great strength of Fagus GreCon – and should continue to be so! However, it is of course also our objective to offer a first-class online support service. With symmedia as our partner we can continuously expand our service business.“

Thomas Mailand, Support Center Manager, Fagus GreCon GmbH & Co KG

Customer service that is secure, easy and fast. This is provided by SATELLITE remote support from GreCon. Available for all GreCon products the service enables the immediate intervention by an expert in the event of a fault. This means that on-site interventions can also be better prepared or even avoided altogether.

  • Minimisation of service costs
  • Increase in facility availability
  • Faster detection of fault causes
  • Optimisation of service interventions
  • Fault removal without the intervention of the customer
Thomas Mailand, Support Center Manager, Fagus GreCon GmbH & Co KG

„Traditional customer support has always been a great strength of Fagus GreCon – and should continue to be so! However, it is of course also our objective to offer a first-class online support service. With symmedia as our partner we can continuously expand our service business.“

Thomas Mailand, Support Center Manager, Fagus GreCon GmbH & Co KG

Online Support with GreCon-SATELLITE

Customer service that is secure, easy and fast. This is provided by SATELLITE remote support from GreCon. Available for all GreCon products the service enables the immediate intervention by an expert in the event of a fault. This means that on-site interventions can also be better prepared or even avoided altogether.

  • Minimisation of service costs
  • Increase in facility availability
  • Faster detection of fault causes
  • Optimisation of service interventions
  • Fault removal without the intervention of the customer

Teleservice: Fast Help at SMS Siemag AG

How does Teleservice work at SMS Siemag?

The operator of a casting plant at an integrated iron and steel who works in the USA discovers during the night shift that the ladle supplied by the steel works and holding 30 tons of liquid steel cannot log on correctly for casting due to network problems. This can have dramatic consequences:

If the melt data is not accepted within 30 minutes, the casting process must be interrupted as saleability is only ensured by the marking machine correctly labelling the produced slabs.

The operator immediately reports to the SMS Siemag AG hotline in Düsseldorf to inform Service of what has happened. Now everything happens very quickly. A service engineer connects to the customer’s facility using the symmedia SP/1 Support Portal and updates the missing melt data within 10 minutes.

The casting process can start normally – 30 tons of steel were saved through online troubleshooting.

Norbert Bökmann, Fachbereichsleiter SMS Siemag AG
Norbert Bökmann, Fachbereichsleiter SMS Siemag AG

Teleservice: Fast Help at SMS Siemag AG

„We correct about 70 percent of all fault incidents through our professional TELE Services. symmedia SP/1 is therefore compulsory for us on all facilities – otherwise we could not provide our service at this level over the long term.“

Norbert Bökmann, Service Division Manager, SMS Siemag AG

How does Teleservice work at SMS Siemag?

The operator of a casting plant at an integrated iron and steel who works in the USA discovers during the night shift that the ladle supplied by the steel works and holding 30 tons of liquid steel cannot log on correctly for casting due to network problems. This can have dramatic consequences:

If the melt data is not accepted within 30 minutes, the casting process must be interrupted as saleability is only ensured by the marking machine correctly labelling the produced slabs.

The operator immediately reports to the SMS Siemag AG hotline in Düsseldorf to inform Service of what has happened. Now everything happens very quickly. A service engineer connects to the customer’s facility using the symmedia SP/1 Support Portal and updates the missing melt data within 10 minutes.

The casting process can start normally – 30 tons of steel were saved through online troubleshooting.

Norbert Bökmann, Fachbereichsleiter SMS Siemag AG

„We correct about 70 percent of all fault incidents through our professional TELE Services. symmedia SP/1 is therefore compulsory for us on all facilities – otherwise we could not provide our service at this level over the long term.“

Norbert Bökmann, Service Division Manager, SMS Siemag AG

Teleservice: Fast Help at SMS Siemag AG

How does Teleservice work at SMS Siemag?

The operator of a casting plant at an integrated iron and steel who works in the USA discovers during the night shift that the ladle supplied by the steel works and holding 30 tons of liquid steel cannot log on correctly for casting due to network problems. This can have dramatic consequences:

If the melt data is not accepted within 30 minutes, the casting process must be interrupted as saleability is only ensured by the marking machine correctly labelling the produced slabs.

The operator immediately reports to the SMS Siemag AG hotline in Düsseldorf to inform Service of what has happened. Now everything happens very quickly. A service engineer connects to the customer’s facility using the symmedia SP/1 Support Portal and updates the missing melt data within 10 minutes.

The casting process can start normally – 30 tons of steel were saved through online troubleshooting.

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Contact Person

Vinzenz van Ketwich

Vinzenz van Ketwich
Business Consultant

 

 

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