Liebherr has developed a Remote Service app to improve assistance through visual information, leading to faster and easier troubleshooting. It is designed for the company’s crawler cranes, deep foundation equipment, and maritime cranes.
Audio and video calls, a chat function, screen sharing, image and document exchange, as well as whiteboarding functions are some of the features that have been integrated in the app. These enable real-time, fast and effective customer support from Liebherr experts worldwide.
In the last 12 months, Liebherr has tested the system in remote locations and challenging situations in order to meet and adapt to customer requirements. The company said that during this phase, a lot of experience has been gained and a high level of positive feedback has been received.
External factors such as the current Covid-19 pandemic have proven how indispensable the Remote Service system can be. In April of this year, Liebherr’s major customer, Adani Murmugao Port Terminal Pvt Ltd, required immediate assistance for one of its Liebherr machines; however, attendance on site was not permissible. Using remote service, the Liebherr engineers instructed the Adani staff how to remove the defect pump, inspected the condition of the gearbox remotely, and then guided the site staff through the installation of the new pump.
Writing his appreciation for the Remote Service system, Manguesh Sangodkar, head of engineering at Adani Murmugao Port Terminal said, “The way you plan the job through Remote Service, communicate and execute with your highly professional and technically efficient engineering team is great. In light of your impeccable services, we would like to continue our association with you for the years to come.”
Due to the current pandemic situation worldwide, Liebherr has decided to accelerate the market launch of Remote Service in terms of an extended test phase. This means that all Liebherr customers now have the opportunity to use the Remote Service app free of charge until the end of 2020. They only need a laptop, tablet or smartphone, and an internet connection.
In addition to Remote Service app, Liebherr offers a number of digital solutions that make the daily jobsite planning, operation and service considerably easier. These include Crane Planner 2.0, the fleet and plant management system LiDAT, and the online portal MyLiebherr, just to name a few. More details can be found here.