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Durch die Augen eines Anderen
Virtueller Helpdesk
über Datenbrille
E S S E R T G m b H
G e r h a r d P l u p p i n s | H e a d o f S a l e s
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Digital Service Management PlatformÜbersicht
Wie kann ich mit einem virtueller Helpdesk
neue Geschäftsfelder im Service kreieren ?
• Digitale Service Plattform Möglichkeiten
• Datenbrillen Funktionen
• Verschiedene Einsatzgebiete
flexibel, produktiv, kollaborativ
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Michelangelo, Creation of Adam, from the ceiling of
the Sistine Chapel in the Vatican, Rome, 1508-1512.
The fresco as symbol how connectivity with an
“Expert” can create and transform.
Remote Connectivity with an Expert
Support TechnicianTechnician at the machine
Digital Service Management
Platform
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Digital Service Management PlatformOverview
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Digital Service Management PlatformApplication Overview
Augmented Support
• Realtime video communication (one2one)
• Live annotations
• Tooling (Image Tool / Recording / Screenshots / Chat)
• Smart Glasses
• Reporting via PDF documents
• Storage of service reports Archivierung von Reports
Augmented Portal
• Performance Dashboard
• Management of Organisation, groups and users
• Permission and access management
• Device and network management
• Push-notifications (Browser / Email / SMS)
• Licence- and App Management
Augmented Instructions
• Video streaming platform
• Video recording and upload
• Offline videos mode
• Videos workflow (Series / Single sequences)
• Context relevant video request via QR-code)
Augmented Content
Augmented Documents
▪ Dokumente management (one2one)
▪ Context relevant video request via QR-code)
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Interaction
Mounting
Processing Unit
CommunicationPower Supply
Camera Display
Smartglasses
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Digital Service Management PlatformHardware Preise
EPSON BT-300 EPSON BT-350 REALWEAR HMT-1 ODG R-7
Binokular Binokular Monokular Binokular
Camera | 5 Millionen Pixel Camera | 5 Millionen Pixel Camera | 16 Millionen Pixel Camera | 5 Millionen Pixel
720p | Auflösung 720p | Auflösung 480p | Auflösung 1080p | Auflösung
IP20 IP20 IP66 | MIL-SPEC 810G IP20
Touch Touch Sprachsteuerung Touch
850 €/netto 900 €/netto 1.620 €/netto Preis auf Anfrage
Bereitstellung
durch den Kunden
*kompatibel mit Android 4.1 | iOS 11
oder neuer
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USE CASES ALONG THE VALUE CHAINTarget customers along the value chain
Devices Manufacturer System-IntegratorAutomation OEM User Service-Inspection
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USE CASE SERVICE TECHNICIAN
Ein Service Techniker ruft mit seinem Smartphone den Technischen Support an. Der Supportsendet eine SMS auf das Smartphone. Der Service Techniker öffnet den Link der SMS , dieAugmented Support Anwendung wird im Handy Browser gestartet. Der Service Techniker undService Support, sehen gemeinsam die Anlage , über die Kamera des Kunden Smartphone.
Service Technician
Devices Manufacturer System-IntegratorAutomation OEM End User Service-Inspection
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USE CASE MACHINE OPERATOR
Machine Operator
… Ein Maschinen Operator steht an einer Anlage in den USA . Der Service Spezialist im Service Center ist in Deutschland. Nach einer ersten technischen Analyse bittet der Support, den Mitarbeiter des Kunden die Datenbrille der Anlage aufzusetzen. Der Kunde authentifiziert sich mit dem QR Code der Anlage.
Devices Manufacturer System-IntegratorAutomation OEM Machine
Operator
Service-Inspection
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REMOTE SUPPORT VALUE PROPOSITION
Remote Support
Devices Manufacturer System-IntegratorAutomation OEM Machine
Operator
Service-Inspection
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Overview OfferAugmented SupportOne central service platform for technical service centers. This
enables the fast set up and roll out of Augmented support service
worldwide.
Service Center Starter PackThe service center can start with an out of the box service. The
starter pack include 10 supporter licenses and the means to connect
with machine operator and service technicans.
Machine Licence
The Smartglass is part of the machine The machine
operator authentifies with the Machine ID.
AdHoc AccessNo installation of an application is needed. The service is running in the
browser of the users Smartphone or Tablet. The user receives an
access link via SMS or Email from the Service Center.
Professional ApplicationsService technician can use professional iOs and Android applications
for Smartphones , Tablets, Smartglasses. and Augmented Content
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Connectivity with an “Expert “ can create and transform automation industries and businesses. Remote support connects experts with end users, machine operators, service technicians. Scares resources and knowhow can be made available and provide professional guidance connected across the world.
Thank you !
E S S E R T G m b H
Dipl. Ing. MBA Gerhard Pluppins
Essert GmbH
Head of Sales
Mobile +49 17643925424
