Solving problems in real time using an app
Customers all over the world can use Xpert View to contact the experts at Körber – and they can do so easily and without lengthy installation processes. All they need is a mobile device of their choice and the free Xpert View app, which can be downloaded from the Apple App Store or Google Play. “After a brief registration procedure, we can deal with the problem directly from a remote location and provide help on the machine in real time,” says Dr. Mario Holl, Chief Digital Officer in the Körber Business Area Pharma.
To make this work, users establish an audio and video connection in full HD using a smartphone, tablet, laptop, or data glasses. Augmented reality functions are of great assistance to make it easier to identify components. Users are also provided with important information through superimposed arrows and moving icons on the live images, providing them with guidance replacing defective parts, for example. Xpert View is an excellent addition to the VPN-based remote support that Körber has already established, which allows data and parameters to be read from machines operating at the customer site.
“By providing instructions through the app, our experts can support the on-site technicians every step of the way,” Mario Holl says. “And it’s not just fault-free maintenance that we ensure by sharing all this visual information in real time. With the additional data that we can read out, we have another comprehensive source of information that helps us to quickly fix problems from a distance. In addition, our documentation helps customer teams to replace components using checklists, circuit diagrams, and videos.”