The story at a glance
- NEC Networks implemented TeamViewer for remote servicing of autonomous robots, resulting in significant improvements
- The use of TeamViewer reduced the number of urgent call-outs, leading to cost reductions, improved support quality, and increased productivity
- NEC Networks plans to develop an integrated system for managing and operating various types of robots and expand the application of TeamViewer in other areas
Background
NEC Networks & System Integration Corporation “NEC Networks” provides autonomous guide robots and delivery robots in Japan. When maintaining and servicing these types of autonomous robots in rural areas, NEC Networks customer support team felt it was difficult to identify problems via telephone interviews and sharing videos. Using TeamViewer as a means of accurately recording problems remotely not only made it possible to precisely identify the factors contributing to system failures, but also cut man-hours by around 80% within only six months.
Overall, the number of urgent call-outs has been reduced, costs have greatly decreased, support quality has improved, and productivity has been boosted. In the future, the plan is to develop an integrated system for managing and operating all types of robots, and expand the field of TeamViewer’s activities to other potential area.
Challenges
NEC Network’s support team faced the challenge on how to improve the efficiency of robot maintenance and servicing operations.
“Robots, unlike standard hardware and software like servers and communications devices, are parts of a new architecture with many constituent parts, and this can lead to unexpected problems. In these cases, we would inquire about the situation on the phone, but it is often difficult for the customer to identify the problem, and an engineer would have to be dispatched to the site from our company,” explains Ryo Likubo, from NEC Networks.
“Our aim is to only visit the site after thorough preparation based on the suspected cause, but if the problem is still not resolved, it may be necessary for us to visit several times. This was not only exhausting for the engineer, but also very draining in terms of travel time and travel expenses.”
Ryo Iikubo Smart Solution Service Department at NEC Networks & System Integration Corporation
“We are extremely satisfied and feel we definitely made the right choice in introducing TeamViewer, as that has led to not only an increase in customer satisfaction, but also to a significant reduction in the number of man-hours required. We will improve the quality of customer support by continuing to use TeamViewer for robot services, which will be further expanded in the future.”
Solution
When looking for a solution that would allow to pinpoint the problem remotely without inconveniencing the customer, the serviced team considered a video sharing tool at first, but this would not provide the necessary details about the condition of the robots. Therefore, the focus shifted to TeamViewer, which had already proven itself in another NEC’s department. “TeamViewer does not require complex configuration, and because it can be used regardless of model and OS, we saw the benefits of smooth communication between devices and the ability to access and operate the robot directly and remotely without inconveniencing the customer,” says Likubo.
Although the autonomous robots have an Android OS control panel, the autonomous operation of the robots is controlled by software that is run on a separate Linux PC. Work instructions issued on the robot’s control panel are transmitted to the Linux PC, which then executes the startup command. Since TeamViewer is compatible with both Android and Linux, not only can the workspace map information, usage history and error log files stored on the Linux side be viewed and controlled, but the status of the robot’s laser sensors and cameras can also be checked directly from the Android terminal.
Ryo Iikubo Smart Solution Service Department at NEC Networks & System Integration Corporation
“Problem areas can be accurately identified with the engineers in Tokyo carrying out an initial screening of system errors. That way, we can determine in advance whether the situation can be managed remotely and whether or not an on-site visit is necessary, who should go, and what preparations are required. This enables us to deliver smooth and accurate maintenance support without wasting resources.”
Outcome
TeamViewer is in full-scale operation as a servicing and maintenance tool. New robots have also been added to the line up, and TeamViewer is being used for their maintenance and servicing as well. “The introduction of TeamViewer has made it possible for engineers to directly confirm the state of the robots remotely. There are more issues that can be dealt with remotely, and this has allowed us to reduce man-hours required for initial response by approximately 80% within six months,” says Likubo.
He adds that TeamViewer is also used for detailed integration work, such as the robot mapping out the field environment on initial deployment. The expert engineer located at the headquarters can use TeamViewer to log in remotely to a stack PC used by a staff member while visiting the customer, and perform high-quality integration work.
The results speak for themselves
- Initial man-hours have been reduced by approximately 80% within a six-month period
- The number of urgent call-outs has also been reduced, greatly reducing costs as well as improving the support quality and efficiency
- Specialist engineers can perform high quality integration work through remote direct configuration
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