Eichten Werkzeugmaschinen GmbH was founded in 1995 and has since specialized in servicing, trading and overhauling machine tools. To offer customers fast and effective service, Eichten maintains a nationwide network of qualified, skilled technicians.
For several years, the company has also been an authorized cooperation partner of machine tool manufacturer DMG MORI for Germany and Europe. Eichten supports the manufacturer's customer service and factories in machine tool service and overhaul, component overhaul, control retrofits, and automation and robotics.
The challenge
When customers' machine tools run into technical problems, it is very important to Eichten that the faults on the machine are pinpointed as precisely as possible before technicians are dispatched, so that the necessary spare parts can be ordered and sent to the customer in advance. In the past, this often failed because of inaccurate error reports, which then led to misunderstandings.
Eichten was therefore looking for a solution that was as flexible and self-contained as possible, allowing the company to establish visual and audio contact with customers and technicians. It was important to Eichten that the solution could be used anywhere and without additional hardware. While searching for such a solution, the company came across augmented reality technology and contacted VR Expert for advice on possible applications.
The solution
After several consultations, Eichten decided to use the RealWear Navigator 500, together with TeamViewer Assist AR remote support software.
The RealWear headsets are now used together with the customer on site for more precise fault diagnosis. As part of a remote contract, the customer is provided with its own smart glasses as well as technical support from Eichten's employees.
As soon as the customer encounters a problem with one of the machines, they can use the RealWear Navigator 500 to connect directly with an expert, so the problem can be identified and resolved as quickly as possible. Eichten also uses the smart glasses to educate and train its own technicians. By using the RealWear Navigator 500, Eichten Werkzeugmaschinen GmbH has managed to reduce on-site service times, minimize machine downtime, and save on travel and shipping costs at the same time.
"VR Expert's sound purchasing advice won us over. Because of its technical features and ruggedness, we chose the RealWear Navigator 500 and are very satisfied. We use TeamViewer for communication. The advantage of this software is its ease of use and the simple login process for the customer."
Lars Eichten, Managing Director of Eichten Werkzeugmaschinen GmbH
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