When machine problems occur, fast action is needed. This is why the Information and Diagnostic Center (IDC) is available 24/7/365 to all W&H customers worldwide. The IDC team can successfully resolve more than 80 % of all machine problems via Remote Service from three locations with its comprehensive error analysis. In April 2019, the IDC celebrated its 25th anniversary.
“The 26 service technicians in our Information and Diagnostic Center are reachable day and night via our Service Hotline,” explains Christian Brönstrup, head of the IDC. A customer can speak directly to an engineer with expertise in his specific machine type via the hotline: “If a customer has a question or a problem, we want to provide him with the best and fastest possible support,” says Brönstrup. All IDC engineers have at least five years of experience as field service technicians along with in-depth machine know-how.
Around-the-clock availability of the IDC team is guaranteed by the “follow-the-sun” principle: Depending on local time, the customer reach engineers in Germany, India or the USA.
Remote Service enables comprehensive troubleshooting and analysis. For almost 10 years, W&H service technicians from IDC have been able to connect to a W&H machine at the other end of the world via Internet using a remote function. With just a few clicks and operator approval, they can look into a customer’s machine, right down to the control and drive level, identify and correct issues quickly. “With our comprehensive first-level support and especially via the remote function, we solve over 80 % of machine problems directly, without the need for a service technician to be on site at the customer”, says Brönstrup. “Therefore, successful Remote Service saves both time and money“. When purchasing a new machine, the Remote Service is free of charge during the warranty period. However, the service can also be continued with a service contract.
The history of the Information and Diagnostic Center began in 1994 with the service hotline. In the following years, machines were equipped with modems to which service technicians could connect and connect remotely to the customer’s machinery. The next development is already underway: remote diagnosis will be supported with live image transmission and the use of data glasses.