Service Application REMOTE SERVICE __
_ Remote Assistance and Delivery of Digital After-Sales Services
Provides after-sales service (SAT) managers with a suite of functionalities aimed at enhancing the after-sales business, increasing efficiency, and fostering a long-lasting and profitable relationship with the customer.
From a centralized console, technicians can access all relevant equipment information, interact with users during incidents, perform remote diagnostics of machine performance, and even execute actions on the equipment securely.
Additionally, it enables the management of all after-sales activities based on a digital maintenance contract, which can include periodic inspections, preventive maintenance, and tracking compliance with established availability and production commitments (SLAs).
Remote Diagnostics
Remote Action Commands
Ticketing Service for Assistance Requests
Digital Inspection Service
Technical Documentation Repository
Digital Machine Passport
Digital Service Contracts
REMOTE SERVICE Functionalities _
_ to cover a wide range of after-sales functionalities
SERVICE CONSOLE
It is the control panel that centralizes all service-related information about the machine in a single location, making it easily accessible and usable by technical support personnel.
It brings together everything from identification data and technical documentation in a digital repository to the digital passport with the machine’s event history, the technical inspection schedule, and the complete list of associated support tickets.
REMOTE DIAGNOSTICS
Provides the necessary tools for technical support personnel to remotely assess the status and condition of equipment, enabling quick and accurate diagnostics without the need for on-site visits.
It combines real-time monitoring of key operating parameters—including a high-frequency local data logger—with access to historical data, allowing the reconstruction of the event timeline and identification of the root cause. Additionally, the alarms and notifications module provides relevant contextual information to enhance the analysis.
This remote diagnostic approach enables faster and more accurate responses, improving intervention times, service quality, and the overall cost-efficiency of after-sales support.
REMOTE COMMANDS
Allows the execution of commands from the console to remotely interact with the machine, using instructions that are preconfigured and enabled within the equipment’s control system.
Through these commands, it is possible, for example, to open a communication channel with the machine, update configuration parameters, or trigger remote actions—always under strict security protocols and according to predefined authorizations.
TICKETING for SAT
Provides a digital channel for assistance requests and customer interaction, structurally recording the details of the incident and documenting the entire technical support process through to resolution.
This digitalization of the service aims to improve support efficiency, generate comprehensive reports for the customer, and enhance the design department’s understanding of technical issues with the equipment. Additionally, it opens the door to monetizing the support and assistance provided.
DIGITAL INSPECTIONS
Enables the planning and execution of technical inspections and preventive maintenance activities by digitalizing the recommended inspection and testing program for each piece of equipment.
The application itself defines the schedule and scope of the inspections, including the set of Inspection Points (IP) to be covered.
Each inspection is documented through an online form, where notes and visual evidence are collected digitally, automatically generating a comprehensive report of the process.
DIGITAL PASSPORT
Records all relevant events associated with the equipment on a digital timeline: from commissioning, inspections, and preventive maintenance activities to repairs, modifications (retrofits), and other interventions.
This structured record forms a digital passport that serves as the technical history logbook of the equipment, centralizing all the information needed for lifecycle analysis, traceability, and after-sales support.
SERVICE CONTRACTS
It compiles the service contracts associated with each machine in a digital document, detailing the applicable coverage in different areas of after-sales activity, as well as the services included in ii40_Connect.
These contracts precisely define the conditions governing each service, serving both to initially configure the services offered and to monitor compliance with established commitments (SLAs).
In this way, a relationship is established with the end user based on the performance and traceability of the service provided.
