Remote assistance with Smart Support

Maintenance in process automation is always a matter of professionally organizing instrumentation maintenance. Relying solely on maintenance staff to have the necessary knowledge and access to technical information can be risky when incidents occur. Shortages of maintenance resources and unclear documentation sources cause our customers to ask for help analyzing and fixing instrumentation failures. With many years of experience in the field, Endress+Hauser experts can provide remote assistance to guide you and help diagnose issues and support with activities such as parameterization, verification, predictive maintenance and troubleshooting.

In many process plants, one of the greatest matters of concern is downtime. Besides the immense costs, such events make the plant lose production capabilities. In such situations, it goes without saying that confusion can affect the shop floor: the staff faces the frustration of unsolved problems and excessive waiting times to find a resolution. If detailed know-how, cause and remedy information, and an extensive overview of the installed base are not accessible, the necessity of costly field visits increases. To address these challenges and provide expert instrument insights, Endress+Hauser has designed the service Smart Support to deliver remote assistance.

With Endress+Hauser’s digitally empowered support, you receive remote assistance that you can access on-site. Thanks to digital diagnostic information, our service staff is able to analyze the situation and provide you with remedy recommendations. Our customers appreciate the following benefits:

• Faster problem resolution: Getting directly in touch with our experts digitally speeds up the process. Since our team has remote access to real-time diagnostics, you do not need to wait for a technician to arrive at your site. 
• Minimized operational disruption: Thanks to our flexible availability across time zones, you can rely on receiving remote assistance when it is needed. Smart technologies help to avoid production losses. 
• Cost savings: Each field visit is costly – especially when you have to wait for service technicians to arrive physically on site. Digitalization makes remote assistance possible and contributes to decreasing costs and increasing operational efficiency. 
• Proactive maintenance: Having a remote monitoring system in place allows you to receive early warnings e.g. when anomalies are detected. Solving such issues with a scheduled maintenance interval helps to keep the interruptions outside peak hours.  
• Optimized experience: The hassle-free service that allows for fast fixes contributes to our customers’ peace of mind. Plus, you have digital access to in-depth knowledge articles, which guarantee an overall seamless experience thanks to smart technologies. 
• Mitigated risks: Safety always comes first. Remote assistance can help to better organize and equip tours to the field to avoid safety issues. 

Smart Support is Endress+Hauser's service that guarantees a fast reaction to technical enquiries thanks to digitalization. Monitoring asset health remotely with Heartbeat Diagnostics is the key to turning maintenance from reactive to proactive. With Smart Support, digital highlights like online case registration, remote assistance via virtual live-calls, and access to our expert knowledge database are covered. There are customized service level agreements available with guaranteed availability, response times, and remote connectivity options to best fit your needs. Our customers have confirmed that they could save up to 75% of field visits after introducing Smart Support.

Footnotes

* Estimated value based on data from users; actual results may vary