Customer service in mechanical and plant engineering is sometimes reactive. The service team becomes active at the call of the customer, usually ad hoc, in the event of malfunctions or machine downtimes. Preventive or even anticipatory measures are thus hardly possible, which severely restricts the scope for action. Proactive customer service, on the other hand, relies on data-based services along the entire life cycle of the machine in order to remain in continuous contact with the end customer and to be able to act proactively at an early stage in the event of deviations in key figures, process values or machine conditions.
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