Talking point: Engel's remote maintenance service

Medical Plastics News spoke to Sebastian Payrleitner, head of product management service and after sales, ENGEL Austria.

What is the e-connect.expert service and how does it work?

It is a new web application which enables live videos to be used for online support and remote maintenance. Video telephony is supported on smartphones and tablets and using augmented reality (AR) glasses. The only prerequisite is an internet connection. The ENGEL service technician sends the customer a link to the e-connect.expert platform to start the collaborative work immediately. 

Do customers need to be tech-savvy to use this technology?

Not at all. Smartphones and tablets enable very easy access to the new service options. The full feature scope of e-connect.expert view is available independently of the hardware used.

How does it benefit customers?

As the number of support cases that can be resolved online has grown due to live videos, e-connect.expert view increases the availability of production cells, minimises downtime and reduces service costs. Some three quarters of all urgent service cases can be resolved remotely in this way. Troubleshooting times are reduced by 70%.

Does e-connect.expert have longevity? Can it be developed further?

The pandemic has accelerated the development of digital service solutions. Many plastic processing companies are now concerned with the question of how they can ensure their productivity and delivery capacity in the event of future crises. Online support and remote maintenance play a key role here, and the possibilities are gradually being expanded.