A picture says more than a thousand words and a video more than a photo. ENGEL is extending the service scope of its online support and remote maintenance offering to include live video calls. About three quarters of all urgent service cases can be resolved remotely in this way. Troubleshooting times are reduced by 70%.
e-connect.expert view is the name of the service which ENGEL developed and tested in cooperation with numerous customers during the Corona pandemic, when on-site service support was not possible to the usual extent. The number of service cases which can be resolved online has grown considerably due to this innovation. It increases the availability of production cells, minimizes downtime and reduces service costs.
With regular online support, the ENGEL service technician has access to the injection molding machine's control interface. The new web application e-connect.expert view uses video to provide additional information on the status of the machine components and the injection molding machine's environment. In this way, a larger range of error causes can be identified and resolved using a remote connection — without needing somebody on-site.