Aberle digitizes customer service via ServiceApp

The new ServiceApp gives technicians on site detailed access to all relevant documents for the hardware components and - from the ERP system to the programmable logic controllers - for the IT infrastructure. The app gives technicians direct access to all the necessary documents from anywhere, paperless and without media disruption. In this way, information from all hierarchical levels of an intralogistics system is digitized, combined and accessible on a mobile device. This simplifies and speeds up processes, increases the quality of service and reduces system downtimes to a minimum. The service or maintenance personnel can virtually travel without "heavy" luggage - the ServiceApp provides them with the complete compendium of all relevant documents on a smartphone, laptop or tablet, regardless of the hardware.

Smart glasses are also used as an additional support tool. For example, technicians on site can connect with the support team at Aberle's headquarters via a live video stream. The livestream then offers a bidirectional visual exchange of information in real time on site, allowing analyses and tasks to be carried out even more effectively with the involvement of another expert. This will also be offered to customers in future. They can use the app for servicing, maintenance and repair of the system, but also for training instructions themselves. Benefit: Quick problem solving with expert assistance.

And it's as simple as this: markers with plain text or codes (QR or barcodes) are attached to easily accessible areas of the system. They can be accessed with the app via tablet or smartphone. The relevant part of the system appears on the tablet or laptop, along with context-related data and information to help with planning, maintenance or repairs. Users receive the exact current values for the relevant part of the system - such as drive speed values, upcoming maintenance intervals and current operating hours. "Depending on what information is important for the application in question," says Aberle. Aberle then uses the data read out to provide users with targeted information and assistance on the tablet. This can be status information or (foreseeable) indications of faults or functional impairments. What's more, the app replaces the journey and waiting time for a technician. In the event of a fault, there is a bilateral workflow via the app. Aberle Service guides users through the app step by step as they rectify faults. "All the documents, circuit diagrams and drawings required for the system in the context called up are available," Aberle emphasizes. "With the support of our service team, in many cases this is sufficient for an immediate remedy."

Nevertheless, the company has not developed the app solely to simplify repairs to logistics systems. "With the appropriate labeling on the systems, the app can also be used for production machines," says Aberle. "In the software sector, the app can also be used as a training tool to support employees in dealing with IT, the use of functions and algorithms."

The app is currently being further optimized for use by customers in initial pilot projects and in the company's own automated small parts warehouse (AKL). A cloud solution for the app applications is also being developed. The market launch of the full system is planned for 2018. "A new dimension for the support of maintenance, servicing and repair services," summarizes Aberle. "Aberle's ServiceApp will contribute to a significant increase in plant availability and process efficiency for users."

LogiMAT 2017: Hall 1, Stand C16 www.aberle-automation.com