e-connect.expert view extends online support to include live videos

A picture says more than a thousand words and a video more than a photo. ENGEL is extending the service scope of its online support and remote maintenance offering to include live video calls. About three quarters of all urgent service cases can be resolved remotely in this way. Troubleshooting times are reduced by 70%.

e-connect.expert view is the name of the service which ENGEL developed and tested in cooperation with numerous customers during the Corona pandemic, when on-site service support was not possible to the usual extent. The number of service cases which can be resolved online has grown considerably due to this innovation. It increases the availability of production cells, minimizes downtime and reduces service costs.

With regular online support, the ENGEL service technician has access to the injection molding machine's control interface. The new web application e-connect.expert view uses video to provide additional information on the status of the machine components and the injection molding machine's environment. In this way, a larger range of error causes can be identified and resolved using a remote connection — without needing somebody on-site.

Including optical character recognition

A number of innovative features make collaboration via a video call particularly convenient. This allows both the machine operator or maintenance technician next to the machine and the ENGEL service technician to draw freely in the video image, for example, to highlight details that are difficult to see.

e-connect.expert view relies on optical character recognition (OCR) to automatically identify the IDs of the machine components and transfer them to the service ticket. This reduces the risk of input errors.

Get started straight away with a smartphone

The full scope of e-connect.expert view is available no matter what hardware used. Video calls are supported on smartphones, tablets and when using augmented reality (AR) glasses. The only pre-requisite is an internet connection. Other devices or software products are not needed. The ENGEL service technician sends the customer a link to the e-connect.expert platform to start the collaborative work immediately. Even a slow data transmission rate of 300 kbit/s or more is sufficient for interruption-free video calls.

Smartphones and tablets enable very easy access to the new service options. Additionally, ENGEL supports virtual collaboration via augmented reality. The advantage that AR glasses offer is that you can use both hands to work on the machine. And, supporting information can be displayed in the form of text, animated objects or short video sequences.

Get in touch

Are you interested in injection molding, looking for the right equipment or just want to learn more about ENGEL?

Don’t hesitate to reach out to us by filling out the form, giving us a call at +1 (717) 714-3235 or by contacting us by email. For more information, visit engelglobal.com.