Home \ International \ Volvo CE boosts uptime with virtual Real-time Tech Support in the field
Volvo CE boosts uptime with virtual Real-time Tech Support in the field
25/05/2021
Pubblicato da Redazione
To diagnose and resolve potential machine issues even faster than before, Volvo Construction Equipment is enabling dealer field technicians to connect directly to their back office product specialists, as well as Volvo product experts and engineers, throu
Volvo Construction Equipment (Volvo CE) is offering dealer field technicians across Europe, the Middle East, Africa and Oceania, the option to communicate directly with Volvo product experts and engineers while on site.
Via a Real-time Tech Support app on their mobile phone, field technicians can initiate an interactive video call with their dealer back office staff and invite a Volvo product expert and engineer, if required, to provide more expertise in diagnosing and resolving an issue.
The augmented reality technology allows all parties involved to see exactly what the field technician sees and point to components on the screen. Furthermore, these calls can be recorded and saved for reference in case further investigation is required.
“In the past, when a field technician needed more help to diagnose and fix an issue, they might take some photos, go back to the dealership and talk to colleagues or a arrange a call with the Volvo product support team. This could result in multiple visits to the jobsite and frustrating downtime for the customer,” explains Aram Ibrahim, Head of Uptime Support at Volvo CE. “Now, field technicians can benefit from the expertise of their colleagues as if they were at the customer’s site with them. Up to four people can all see and discuss the same component, point to certain things on the screen, make suggestions to try this and that and see the behavior of the machine in real time. We speed up fault tracing, minimize travel and get the machine back on the job much sooner".
Even the most durably designed machines will experience the occasional technical issue and strong teamwork between manufacturers and dealers is essential to resolve them as quickly as possible, safeguarding customers’ productivity and profitability. Volvo CE and its dealers are committed to close and efficient collaboration as one extended enterprise and over the last few years have implemented a common case handling system. This has significantly improved dealer service technicians’ access to information and support and resulted in more vital feedback reaching Volvo R&D teams. “Real-time Tech Support is the next step in our collaboration together for industry-leading uptime. It is also a part of our digitalization journey and we are excited to see how this could pave the way for future technologies like smart glasses or the ability to see inside structures. But for the moment, Real-time Tech Support will improve our efficiency even more and maximize machine uptime,” Aram concludes.
![](/storage/aziende/14847629741667.jpg)
Ultime notizie di Volvo CE Italia
![Operator connectivity with Volvo CE'"My Equipment" digital tool](/storage/2024/06/operator-connectivity-with-volvo-cemy-equipment-digital-tool-666c00df74dcb.jpg)
Components
26/06/2024
Operator connectivity with Volvo CE'"My Equipment" digital tool
"My equipment" is a new digital solution from Volvo Construc...
![New Volvo excavators elevate customer productivity](/storage/2024/06/new-volvo-excavators-elevate-customer-productivity-66646f9929975.jpg)
Earthmoving Machinery
17/06/2024
New Volvo excavators elevate customer productivity
A new range of excavators from Volvo Construction Equipment...
![Innovative mobile charging solution from Volvo CE set to transform off-grid work](/storage/2024/06/innovative-mobile-charging-solution-from-volvo-ce-set-to-transform-off-grid-work-6664556fddc3f.jpg)
Equipments
10/06/2024
Innovative mobile charging solution from Volvo CE set to transform off-grid work
Volvo Construction Equipment (Volvo CE) is launching a new s...
![Volvo CE: the catalogue of Product Carbon Footprint](/storage/2024/05/volvo-ce-the-catalogue-of-product-carbon-footprint-66485cac9bd8f.jpg)
Earthmoving Machinery
29/05/2024
Volvo CE: the catalogue of Product Carbon Footprint
Volvo CE empowers customers with industry’s most extensive c...
![Volvo CE has taken a 22% ownership stake in VizaLogix](/storage/2024/05/volvo-ce-broadens-its-services-commitment-with-minority-stake-in-fleet-software-developer-663ccfb4eeac0.jpg)
Earthmoving Machinery
17/05/2024
Volvo CE has taken a 22% ownership stake in VizaLogix
Volvo CE has taken a 22% ownership stake in VizaLogix, a US-...
![Machines perfectly monitored with Volvo ActiveCare](/storage/2024/01/machines-perfectly-monitored-with-volvo-activecare-65b23afb60311.jpg)
Earthmoving Machinery
06/02/2024
Machines perfectly monitored with Volvo ActiveCare
With ActiveCare, Volvo monitors the condition of machines re...
Altri International
![100,000th machine: Liebherr sets milestone on its 75th anniversary](/storage/2024/07/100000th-machine-liebherr-sets-milestone-on-its-75th-anniversary-66a4882ac8547.jpg)
International
29/07/2024
100,000th machine: Liebherr sets milestone on its 75th anniversary
It is another milestone in the historyLiebherr-Hydraulikbagg...
![KönningKrane takes delivery of Liebherr LTM 1160-5.2](/storage/2024/07/konningkrane-takes-delivery-of-liebherr-ltm-1160-52-669f9a5f379f9.jpg)
International
29/07/2024
KönningKrane takes delivery of Liebherr LTM 1160-5.2
KönningKrane GmbH & Co KG from Stadtlohn in the north-west o...
![Exclusive new Cat Track Wear Sensor](/storage/2024/07/exclusive-new-cat-track-wear-sensor-669f9e20ae70c.jpg)
International
26/07/2024
Exclusive new Cat Track Wear Sensor
Exclusive new Cat Track Wear Sensor provides remote, no-touc...
![Tamás és Zsolt Kft. took delivery of Liebherr LTM 1650-8.1](/storage/2024/07/tamas-es-zsolt-kft-took-delivery-of-liebherr-ltm-1650-81-6688f18bdc18d.jpg)
International
26/07/2024
Tamás és Zsolt Kft. took delivery of Liebherr LTM 1650-8.1
Tamás és Zsolt Kft. has added a Liebherr LTM 1650-8.1 to its...
![Cummins opens new powertrain test facility](/storage/2024/07/cummins-opens-new-powertrain-test-facility-669f9c6a4b904.jpg)
International
25/07/2024
Cummins opens new powertrain test facility
Cummins has opened a new powertrain test facility to support...
![Grove GMK6300L-1 proves perfect for compact jobsite in Rotterdam](/storage/2024/07/grove-gmk6300l-1-proves-perfect-for-compact-jobsite-in-rotterdam-6683b901e94d4.jpg)
International
25/07/2024
Grove GMK6300L-1 proves perfect for compact jobsite in Rotterdam
Kraanverhuur Boekestijn sent its Grove GMK6300L-1 for city c...