Flame Spray Technologies (FST) is a leading global supplier of thermal spray solutions. FST offers a wide variety of services for different industries, including turnkey systems, stand-alone equipment, spare parts, spray materials, equipment service and calibration, laboratory services, and application consulting.
With over 25 years of experience and a wide range of thermal spray products and solutions, FST is able to advise customers and equip them with the thermal spray technology they need to succeed.
The challenge
To assist all its customers worldwide with maintenance, calibration, repairs, and support requests, FST offers various types of services. These include technical support as well as on-site service engineers who provide solutions to customers’ problems.
To offer customers even more efficient support and thus reduce machine downtime, FST was looking for a remote support solution. Such a solution was also intended to save travel costs for its engineers and increase customer productivity.
The solution
After extensive consultations with VR Expert, FST decided to purchase several RealWear HMT-1 units. The RealWear HMT-1 is monocular smart glasses designed specifically for remote support use cases, which made it an ideal solution for FST’s challenging situation.
The primary reason for choosing the RealWear HMT-1 is that it is very rugged. In addition, the RealWear can be operated completely hands-free by voice, so frontline workers can immediately follow the expert’s instructions.
For example, as soon as an FST customer has a problem with one of its thermal spray solutions that can’t initially be solved, the company sends RealWear smart glasses to the customer’s location. With the help of the RealWear devices, FST’s experts in the Netherlands can now work together with the frontline staff of the companies in question.
Once the hardware had been chosen, it was important to find suitable remote support software that would fit its clients. FST chose Argus as its remote support application. Above all, this remote support solution stands out for its ease of use and optimal connection quality. Argus always adapts the video transmission rate to the quality of the internet connection on site. This way, the connection remains stable even when connectivity is poor.
By using the RealWear HMT-1 together with Argus, FST is now reducing downtime, increasing machine productivity, and thereby improving customer satisfaction.
Want to discuss remote equipment servicing? Contact us.