Alfa Laval has offered IFS Remote Assistance, a remote service guidance tool. The service allows Alfa Laval to respond promptly to service needs, perform virtual troubleshooting, and is able to remotely guide the operator through the different service steps, thus securing continued uptime.
Effects of the COVID-19 pandemic – travel restrictions, lockdowns and social distancing – have made service execution on-site more challenging. As such, Alfa Laval has selected and deployed a software tool for remote guidance. It allows two users in different locations to collaborate and interact while telestrating, freezing images, using hand gestures, and even adding real objects into the merged reality environment. The advantage is that the operator can assign work to their own service engineers who are then remotely guided by an Alfa Laval technician, minimising or completely avoiding downtime.
Joakim Vilson, president of the global sales and service for Alfa Laval, said: “The remote service guidance tool is an important step towards an even better customer experience. During these challenging times, it has enables us to remain a present and supporting partner, that contributes to the safety of both our own employees and our customers.”
The software tool has been deployed globally via Alfa Laval’s service organisation, and will be offered to an increasing number of industries and applications. The tool will also be used for other purposes such as trainings.