The new dimension to the TeleService
An interview with Jürgen Kurz (qualified engineer), Manager of the International Procedures, Training and Customer Desk Departments.
Mrs Pfaff: Mr Kurz can you explain what the HEUFT TeleService is?
Mr Kurz: The HEUFT TeleService makes it possible to access devices from the HEUFT TX series via the Internet. The integrated extensive analysis of information which a technician would carry out on-site in the case of a fault can be viewed from far away by means of this connection. In this way, for example, the technician in Burgbrohl is "standing" next to the line in the Caribbean without being on-site. The technical management takes over the HEUFT server which connects the customer via a central point to the location where at that time his enquiry can receive the best possible quality of service. Security was another aspect which was important to us. The security architecture installed rules out the possibility of access being gained to the customer´s own network via this connection.
Mrs Pfaff: What is the purpose of this service?
Mr Kurz: The TeleService is designed to analyse faults at the customer´s regardless of the distance. These can frequently be quickly remedied together with the technical personnel on-site. This reduces downtimes enormously. The information collected is an optimum help in preparing a service visit if a fault cannot be rectified in this way. It can also be used, for example, to determine the necessity for maintenance work or to carry out program updating.
Mrs Pfaff: How does the new HEUFT TeleService work?
Mr Kurz: The customer logs on to a HEUFT device using his customer-related identification and selects the TeleService procedure. The signal triggered by this procedure is distributed to all mobile and permanently installed TeleService terminals which are on-line at that point in time. With a flexible, adaptive control system it can be established from which of the currently connected terminals the customer can best receive assistance. The technician at this terminal immediately starts to analyse the device status. He analyses diagrams, functions, readings etc. At the same time it is possible to chat with the customer. The technician sends a pre-formulated message, the customer reads it and answers the question. This interchange takes place in the language of the respective participants. The text is translated on its way between the technician and the customer making actual multilingual global communication possible. Information which the technician cannot obtain from the device can be ascertained within the context of these chats e.g. information regarding the device environment or the bottle flow. As a rule the cause of every fault can be clearly analysed using this information. The customer can be given tangible recommendations for remedying faults. A typical example is the soiling of optical components. The technician can quickly spot the remains of a label in the sidewall detection of an empty bottle inspector from the pictures transmitted. The customer can then be given a precise explanation of how to clean the detection module.
Mrs Pfaff: What are the special advantages of this system when compared with other remote service systems?
Mr Kurz: Its particular advantage is the worldwide distribution of the service terminals in conjunction with multilingual communication. In this way fast and competent assistance is available day and night throughout the world. Another important plus point is the possibility to access the complete device. We can actually look into the device by means of this system and carry out the same analyses to the device from far away as the technician can on-site. The only difference is, for example, that the customer has to describe the environmental conditions to us and he has to put the test bottles into place. The advantage for the customer is of course the enormous potential savings. Travelling costs, stand times and downtimes are reduced. If he has a problem he has access to immediate qualified assistance. He does not have to describe everything to the technician, the technician analyses the condition of the device himself. In addition the customer can request regular inspections of the device in order to analyse the necessity for maintenance work. Priority will always be given to the high availability of the system which ensures a fast return flow of the investment costs for the installation of the HEUFT TeleService connection.
Mrs Pfaff: Thank you for this interview.