GEA now offers a special remote support solution that is easy to set up and enables immediate expert assistance for customers during the coronavirus crisis without putting people’s lives at risk, the company announced.
Organizations are faced with travel restrictions and quarantine challenges, required to reduce direct contact between employees and service providers, the technology provider explained.
GEA Remote Support is a service that provides real-time streaming with GEA experts. From their own location in production, manufacturers can use a commercially available mobile device to connect and communicate in real-time with a GEA expert to resolve their issue. With just two elements, a mobile device and internet access, customers can initiate a session by receiving a short email or SMS containing a secure link, followed by a video conversation, with the option to share high-resolution imagery back and forth, send descriptions and instructions via the chat function or take and share notes during the conversation. All of this is possible without the customer having to install a new application.
The remote support solution is based on existing GEA Remote Eye Wear technology, offering customers further possibilities for machine maintenance. The specially designed glasses, which include an integrated high-resolution camera and reliable microphone, allows for hands-free remote support, offering several bidirectional functions. By projecting images onto the GEA Remote Eye Wear screen, repairs, process optimizations or inspections can be carried out immediately. GEA Remote Eye Wear is currently available as part of the GEA Service Level Agreement (SLA), however, customers will be able to purchase a stand-alone unit as part of a premium service package in the near future.