IWIK GmbH offers products and services in the field of industrial drive and power engineering as well as process and industrial automation. Customers include companies from the mechanical and plant engineering sector, plant operators, and maintenance companies.
In this context, IWIK's own process optimization and digitalization play an essential role in improving its range of services. IWIK supports customers in the development and implementation of modernization and digitization projects and provides them with suitable products and services.
The challenge
When problems arise with IWIK systems and equipment, customers contact the company by phone to find a solution. In many cases, however, it is difficult to pinpoint the problem without actually being able to see the equipment.
IWIK was therefore looking for a remote support solution that would allow specialists to be virtually on site via video call. In addition, this solution should also help the company's own field employees quickly reach other experts on the team when questions come up.
The solution
IWIK GmbH contacted VR Expert and asked for advice on using remote support solutions. After evaluating the use case, a hardware and software package was put together consisting of the RealWear HMT-1 AR headset and the remote support software Microsoft Teams.
Above all, the robustness and excellent voice control of RealWear's smart glasses made them ideal for IWIK's use case.
Thanks to the selected remote support solution, IWIK GmbH is now able to lend RealWear smart glasses to customers so that its own experts can look over their shoulders during troubleshooting via video call.
In addition, the company's employees can take the smart glasses with them on field assignments to get further help from experts on their own team via video call, if needed.
By using the remote support solution, IWIK has been able to simplify inspections and maintenance and make key processes more efficient.
Want to discuss remote troubleshooting? Contact us.