XpertAssist – real-time remote support from Liebherr

Liebherr has enhanced its remote service app to provide better support for its customers. The company’s new XpertAssist combines real-time expert advice from experienced technicians with a wide range of technical tools through an audio-visual connection. Immediate qualified fault analysis and online troubleshooting backed by step-by-step instructions mean assistance can be maximised and on-site attendances can be reduced to a minimum.

Any necessary site attendances are made as efficient as possible through audio-video calls to predefine requirements and so increase the first time fix rate. A debriefing via audio-video conference call to explain the work done, or to address possible findings is part and parcel of this new service. Liebherr said the mean time to repair can be reduced by up to 50%, and field service costs cut by up to 20% per annum.

XpertAssist extends to predictive maintenance advice and reports on individual machines or entire fleets, such as reports on safety or machine and engine utilisation. The interactive performance review and advice on preventive maintenance ensure high machine availability and early budget planning.

Service technicians could spend up to 45% of their time just travelling to/from site, which would be time consuming and costly for all parties, explained Liebherr. Thanks to XpertAssist, availability of experts is increased through elimination of travel, thus giving them more time to attend to customer needs.

Liebherr shared that recent experience in the Middle East underlines the importance of quick and efficient technology when projects are thousands of kilometres away from base. “For our company, which has all operations and projects outside our home country of Turkey, such remote service is perfect,” said Levent Ekmekçioğlu, company manager of Rem Engineering Construction and Trade Co Ltd.

“Assistance was provided by Liebherr remotely in Jordan with no travel or accommodation costs and no time delays. The issue was solved immediately to our utmost satisfaction and we are very grateful for this extended assistance.”

According to Liebherr, all that is needed for XpertAssist is an annual subscription, available for each individual machine or for entire fleets. As an option, the company offers a ready-to-use pre-installed tablet (LiTAB) enabling digital machine documentation and easy process data download, as well as remote operation monitoring, among its other benefits.

Further details are available from Liebherr’s worldwide network of service partners and online under XpertAssist. This new service is available for crawler cranes, deep foundation equipment and maritime cranes.