In the rare cases where one of URG’s customers requires technical support for their robot, URG has opted for an efficient way to combine TeamViewer’s solutions to offer their clients an end-to-end after-sales experience. Similar to URG’s robots, blending the real and digital world for the best customer experience, TeamViewer’s solutions are leveraged for technical support, real-time maintenance and on-site training services.
If a challenge occurs in the digital world, such as a question on a workflow modification or a configuration issue of the robotic arm, help and support are only a few clicks away. URG’s clients can grant access to a URG expert who can then remotely access the robot via TeamViewer. Configurations can be checked, software issues can be resolved – troubleshooting from anywhere, in only a couple of minutes.
But what if a problem occurs outside of the digital realm? For these cases, URG leverages TeamViewer’s Augmented Reality (AR) solution, enabling an end-to-end aftersales service offering. The robots are shipped to the clients together with a pair of smart glasses. If something isn’t working, a URG expert is only one video call away – simply sending a support request via telephone or mail. Via the You-See-What-I-See technology of the smart glasses, the expert guides the client on-site through the troubleshooting, who can work with its hands free, supported by integrated software features such as AR markers or through sharing diagrams or technical instructions.
Through digital guidance, the person on-site is not only guided through immediate troubleshooting, but it is also leveraged for instructional purposes. This on-the-job training allows for quicker familiarization with the robotic device.
With TeamViewer’s remote connectivity and augmented reality solutions, URG safely and reliably helps its customers to keep their operations running. Issues can oftentimes be solved immediately within minutes, drastically increasing the uptime rate and productivity of the robot and its co-workers. This form of guidance furthermore builds more expertise on client side and supports internal efforts in continuously improving on-site competences. Finally, remote troubleshooting reduces travel costs, adding to URG’s sustainability and financial goals.