Page 24 - Industrial Technology EXTRA - Brexit Briefing

VIEWPOINT

Remote set-up support

RICHARD MOSS, director of global services at Physik Instrumente (PI), looks at the

challenges of adapting to a remote services approach in a socially-distanced world
Precision positioning systems are used for a
broad variety of complex applications
worldwide, but they need to be efficiently
installed and optimised to offer the
necessary accuracy. But how can this be
achieved when on-site support is either not
cost-effective or, as in the case of the current
Covid-19 pandemic restrictions, is prevented
by travel bans? This article discusses the
benefits a low-cost, remote set-up service
can bring, giving customers access to expert
guidance over the phone or via screen
sharing from anywhere in the world, and
ensuring that new systems can be fully
optimised and productive from day one.

On-site services are currently difficult – if not
impossible – to access due to ongoing travel
restrictions worldwide because of the current absolutely pivotal. Putting in place systems telephone support and screen sharing with
COVID-19 pandemic. This situation is and services to allow rapid resolution of an expert. This helps to ensure not only
unlikely to change in the immediate future, issues – whether during installation or routine correct set-up, but also that the system is
which is why companies such as PI are operation – can therefore help to improve optimised and tailored to their application
exploring remote options to combat this overall customer satisfaction. Crucially, these and environment. Experience is critical for
servicing challenge. Businesses need to potential ‘pain points’ should be explored this, making sure you are getting the most
work dynamically and collaboratively to meet and understood before initial installation out of your systems, and potentially making
ongoing customer needs as they arise, and even occurs, to ensure the right solution is you aware of features that you didn't even
to continue to provide service operations selected. know existed.
while keeping disruption to productivity to a
minimum. Experts around the world The cost of providing on-site support is also
Adopting new approaches, such as a triage something that needs to be considered. In
Unexpectedly, the creation of low-cost, system, is an excellent way to quickly guide many cases, the best person to speak to for
remote set-up services is making initial customers to the most appropriate expert for your particular problem – especially with
installation even easier than before, as technical questions. This remote way of complex systems – may not be in a nearby
experts in the field can guide customers working means that customers have access location and could potentially be in a
through the process of installing their newly to experts all over the world, and are not different country. This means that on top the
acquired systems from a distance, wherever limited to the resources available in their own cost that expert’s time, travel will be
they are in the world. This innovative service country. incorporated into the price of support. The
offering – which can include dedicated resulting downtime while waiting for an
coaching, guidance and support alongside It also means that the customer will always expert to reach you could also be costly,
the initial set-up – overcomes the demand of be in touch with the best possible person to especially with ongoing travel restrictions.
organising on-site support in difficult resolve their problems, whether that’s
circumstances, and can save customers time someone in R&D or post-sale technical A more convenient arrangement
and money in the long run by providing support. This also provides companies with Upfront one-to-one remote support allows
optimal performance right from the start. data on the most commonly encountered experts to guide customers through the set-
issues, allowing them to build a guide for up process to provide a better understanding
A flexible new approach frequently asked questions, so that others of their systems, which creates a more
The challenges presented by the pandemic with similar problems can find answers even personalised service. A quick phone call is
have highlighted the need for companies to more quickly in future; it’s a more efficient often much more convenient for customers
tailor the support services they offer to their way of working. than booking an on-site expert, and allows
customers. This could involve adding new any questions or problems to be discussed
structures and formats, and investing in the Customers that take advantage of remote and resolved in the most efficient way.
development of products that can simplify service offerings can save a significant Working with customers strategically as a
troubleshooting and optimisation even when amount of time, as they no longer have to trusted advisor or partner ensures that
distance is a problem. search through manuals to follow the step- everyone is working towards the common
by-step installation procedure, and common goal of building a fully optimised system, and
In a production line environment, such as the set-up errors are avoided. Instead, they can remote service offerings are the perfect
automation sector, companies lose money take advantage of remote set-up support at solution for this collaborative relationship.
when things stop working; uptime is a convenient, prescheduled time – including www.physikinstrumente.co.uk

24 WINTER 2021 – INDUSTRIAL TECHNOLOGY EXTRA