Machinery

Liebherr accelerates launch of remote service tool

Covid-19 situation proves utility in test projects of new application that is free to access for customers until end-2020

Liebherr has developed a new remote service tool that works with deep foundation equipment and maritime and crawler cranes.

The tool uses visual information to improve assistance to operators, enabling them to troubleshoot faster and more easily. The tool is on test now until the end of 2020, during which time customers will have free access to the tool’s new app until the end of the year.

According to reports, the tool integrates features such as whiteboarding functions, screen sharing, image and document exchange, audio and video calls and a chat function, all of which are aimed towards enabling real-time customer support. The tool has already been in test in challenging job-sites and remote locations over the last several months, said Liebherr

The company said in a statement: “Throughout the last 12 months, Liebherr has tested the tool in remote locations and challenging situations in order to meet and adapt to customer requirements. During this phase, a lot of experience has been gained and a high level of positive feedback has been received.”

Liebherr has shared a customer case from April this year, when Adani Murmugao Port Terminal in India required immediate assistance for one of their Liebherr machines. Due to the pandemic, attendance on site was not permissible. Using the remote service tool, the Liebherr engineers instructed the Adani staff on how to remove a defective pump, inspected the condition of the gearbox, and then guided the site staff through the installation of the new pump.

“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 all Liebherr customers now have the opportunity to use the Remote Service App free of charge until the end of 2020. A laptop, tablet or smartphone and an internet connection are all that are needed,” added Liebherr.

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