How can customers get help quickly and easily with problems with their machines without having to send an on-site technician straight away? This was precisely the question that balancing and diagnostic technology specialist Schenck Rotec asked itself at the beginning of 2020 - even before the coronavirus pandemic. After some thought and a number of field tests, the Darmstadt-based company can now offer its customers a creative solution: Interactive Support+. With this digital service, Schenck Rotec is underlining the implementation of its digital strategy.

Wide range of functions

"Interactive Support+ is primarily a video chat in which an expert from Darmstadt can connect from their own computer to the customer's smartphone, for example, and thus establish a video and audio transmission," says Marco Jeßberger, Product Manager Condition Monitoring and responsible for Service Sales at Schenck Rotec. Additional practical options can then be used in the video image. For example, the customer can use a laser pointer function to see directly which areas of the machine they need to operate. There is also a function for sharing excerpts from technical documentation or operator instructions with the person on site on their screen. The great advantage of Interactive Support+ is the ability to consult and develop a solution together - without the participants having to be in the same place.

Another option is the integration of smart glasses. Specifically, this means that the customer wears data glasses with a small screen. This leaves both hands free and the instructions from the Schenck specialist can be implemented directly and easily. These two options set Interactive Support+ apart from pure video telephony.

No limits to the application scenarios

The main areas of application for this digital solution are machine commissioning at the customer's premises, machine acceptance tests at Schenck in Darmstadt and on-site troubleshooting, maintenance and testing - all initiated by the experts at Schenck Rotec. Interactive Support+ has now been used by more than 30 customers, mainly internationally.

In the past, there was also a spin test in Darmstadt, which the customer was able to observe live via data goggles in First Person View. During the spin test, customers' test rotors are subjected to extreme conditions through acceleration in order to test their resilience.

The company is also working on how Purchasing can audit a supplier with the help of Interactive Support+. The supplier is sent a pair of data glasses. This gives us the opportunity to go through the processes with them on site. "When using Interactive Support+, we are of course aware that it cannot replace all of our service technicians' assignments 100%. Nor will it be possible in any future expansion stage to completely dispense with technician assignments and cover everything via Interactive Support+. It is always a different matter when you are on site and can feel wear on the rollers of the machine, for example," explains Jeßberger.

A contribution to climate protection

The digital support solution not only benefits customers, but also the environment. Even if not all visits can be avoided, Schenck Rotec expects to be able to significantly reduce the number of customer visits and on-site visits. In 2019 alone, more than 700 flights were booked from Darmstadt, which corresponds to_{CO2 emissions} of around 1,600 tons: a reduction in travel activities of just 10 percent will_{save CO2} equivalent to around 18 soccer pitches of forest. Similarly, there is no need for travel on the customer side, for example for pre-acceptance or participation in test trials. The total potential_{CO2 savings} will therefore be significantly higher.

Digitalization, virtual support solutions - in the rather conservative mechanical engineering sector, these terms do not automatically trigger spontaneous jubilation. "In fact, there was a certain inhibition threshold on the customer side until Interactive Support+ was introduced. The coronavirus pandemic has made the whole thing easier - simply because it was the only way to help our customers," says Jeßberger, describing the situation. However, customer feedback following the use of Interactive Support+ has been consistently positive. The advantages are simply obvious: cost and time savings. And: "Without this support, the faulty machine would be at a standstill and standstills cost companies a lot of money. That is usually the best and most convincing argument," says Jeßberger.

Augmented reality - potential for the future

An extension of the augmented reality functions will definitely be a topic for the future. So far, as already described, the laser pointer function can be used to point to specific points on the machine in the video image or to insert arrows. In the future, it is conceivable that more complex machine processes could also be displayed completely virtually. For example, the rotor could be projected into the machine so that customers can actually see how they can work with it directly on site. It is also conceivable that the customer could display the machine in a hall layout.

The merging of virtual representations and models in a real context is certainly an exciting topic that will increasingly gain momentum - at the latest with nationwide 5G mobile networks and corresponding bandwidths. Digitalization plays an important role in Schenck's corporate strategy. It is one of the four strategic pillars and is divided into internal and external digitalization, which also includes Interactive Support+.