Neukirchen-Vluyn, Germany — Schwing Technologies GmbH expanded its digital customer service for commissioning, maintaining and repairing thermal cleaning systems.
The company says it is the only manufacturer with advanced thermal cleaning technologies to remove all types of polymer and organic contamination from metal tools and machine parts.
As part of the digital upgrades, Veit Straubinger, deputy head of after-sales services, maintains contact with customers remotely via video call and repairs are carried out within hours, according to a company news release.
The new online customer service, which also includes training and other services, uses certified servers and is compliant with the European law Datenschutz-Grundverordnung (DSGVO) for data security.
Video-assisted commissioning occurs over two days. In the meantime, customers are connected by the hour via mobile terminal.
During the two-day startup, the Schwing crew conducts a plant inspection and vacuum test and then programs the control system.
"Then the actual cleaning process begins," Straubinger said. "Our customers carry out an initial test cleaning - it runs overnight. Afterwards, the process data evaluation takes place via PLC download."
If everything runs smoothly, the final operator training takes place. Customers can book the service on an hourly basis.
To use Schwing's online service, customers need good and stable internet access — at least 3G, or a good WLAN — as well as smartphones, tablets or notebooks. Virtual reality glasses also be available in the future.
In addition to speed, the new online service offers these benefits: Travel times are eliminated, response times are shortened, and support can be made much more flexible.
"All this pays off for our customers and contributes to safeguarding production and increasing downtimes," Straubinger said. "With our new remote service, we have also launched another digital building block for Industry 4.0 at Schwing."