Bosch presents next generation of Remote Service
23 May 2012
Worldwide access to expert knowledge with Mavus
* Optimized communication minimizes downtime * Support by virtual “glance over the shoulder” * Greatest possible flexibility and mobility
At Achema 2012 Frankfurt/Main, Germany, Bosch Packaging Services presents the mobile conference system Mavus at its booth (C70, C72) in hall 3.1. This innovative service enables customers to communicate directly with Bosch experts. Mavus, meaning mobile audio-visual service support, promotes the transfer of expert knowledge to customers worldwide. “Looking over customers’ shoulders, we can offer optimal support during all work on our machines”, explained Ulrich Frank, Project Manager at Bosch Packaging Services.
Mavus includes a headset with installed camera, display, earphones and microphone. The corresponding rechargeable battery and the electronics required for wireless data transfer are integrated conveniently and safely in a vest. “By this means, the customer gains the greatest possible flexibility and can use both of his hands to carry out the expert’s instructions directly at the machine, which has not been possible so far”, emphasized Ulrich Frank. Thanks to the audio-visual connection with Bosch’s machinery experts, customers can become “guided experts”.
Fast reaction through remote diagnostics
The Mavus system enhances the existing remote service from Bosch Packaging Services, which allows Bosch experts to access customers’ machine control systems online. For the first time, Mavus enables experts to gain an overview of the entire on-site situation via remote diagnosis in next to no time. The camera, attached to the headset, transmits all images in highest quality, thus ensuring best visibility of all details. As a result, customers receive professional support without requiring a Bosch Service engineer on site. This significantly saves on time- consuming and cost-intensive travel, and minimizes machine downtime. The Mavus conference system is particularly suited for older machines where remote service is not possible and for which only few experts are available. “The transmitted audio-visual information provides us with a fast and exact overview of the situation and enables us to call in the required expert, wherever our customers may be worldwide”, explained Ulrich Frank.
Virtual helping hand
The system helps to eliminate faults and supports customers in their maintenance and validation work as well as during training activities. Thanks to Mavus, customers are in direct contact with Bosch’s machinery experts who assist them professionally with the work on their machines. In addition, important documents such as circuit diagrams or instruction manuals and screenshots of machinery components can be transferred to the customer’s display. This ensures an ideal and quick support in the case of downtime. “Since the communication via Mavus happens in real time, we can intervene immediately and offer a helping hand to our customers at any time”, concluded Ulrich Frank. On request, Mavus conferences can be recorded for later use such as employee training.
More information at www.boschpackaging.com