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Special circumstances require special solutions: The operational readiness of machines and systems must be guaranteed, even if on-site customer service is not possible, or only to a limited extent, because of social distancing. Liebherr has adapted its service portfolio and is supporting its customers worldwide with various services: Expert support by remote service ensures fast response times for troubleshooting. Retrofitting solutions for machine control systems enable remote access even for older existing machines. The Liebherr Academy conveys application and maintenance knowledge in interactive Live Online Training courses with up-to-date media technology (more information here), the Reman program extends the economic working life of older machines if required (more information here).
The readiness to face the challenges of digital solutions and support is increasing – although many people also still see risks.
Efficient processes using remote service
The advantages of remote service are obvious. Fast response times ensure minimized standstills and higher system availability while reducing travel and downtime costs. In the case of mechanical or electrical problems, the service specialists give unbureaucratic remote support with the involvement of all the required departments. For software problems, after authorization by the customer, they dial in directly to the machine control system, analyze machine and process data and error messages, and carry out the troubleshooting online together with maintenance.
Liebherr makes this as easy as possible for their customers: Efficient and inexpensive service packages ensure a fast and seamless process. Flat rate packages reduce the order times and simplify the processing effort on both sides: In urgent cases, the maintenance staff can request support directly from Liebherr, without going via their own purchasing department, thanks to the remote packages. For special topics or special requirements, further technical specialists can be involved by Liebherr quickly and easily. This facilitates the customer’s access to manufacturer expertise and know-how.
Remote service creates the basis for digitalization
Liebherr guarantees a secured infrastructure and an established remote support connection, thus creating the basic prerequisites for further digitalization solutions. Upgrades and updates to the machine software can be installed quickly and cheaply. Even older existing machines with an LH90 control system can be retrofitted for remote service access. “We have noticed that openness to digital services has grown considerably in the course of the pandemic”, explains Maximilian Hofmann, Global Industrial Services Manager at Liebherr. “The readiness to face the challenges of digital solutions and support is increasing – although many people also still see risks.”
Liebherr Industrial Services portfolio
Quick troubleshooting in the form of offline and online support
Retrofitting of the LH90 control system on existing machines
Live Online Training:
Interactive training courses with state-of-the-art media technology
Second life-cycle for older machines
Sensitive handling of data security
For many customers, the security of their machine data is a very sensitive topic. “Many customers have reservations concerning the security of their production data”, explains Maximilian Hofmann. For this reason, the standards for data protection at Liebherr are high: State-of-the-art technology and encryption algorithms guarantee maximum data security. “We assure our customers that their data is secure and that we will only intervene in the operation of the system if requested to do so”, Hofmann continues.
We have adapted our support to the changed general conditions and offer it in attractive packages which optimally supplement the different maintenance strategies of our customers.
Coronavirus will pass, digitalization will remain
Liebherr has expanded its service portfolio for the time after the pandemic as well. “We have adapted our support to the changed general conditions and offer it in attractive packages which optimally supplement the different maintenance strategies of our customers. This enables us to be available for our customers remotely as well, as quickly and personally as possible. Remote service will also be a permanent component of our portfolio in the future”, Hofmann summarizes.