Introduction

BOBST is a leading supplier of substrate processing, printing and converting equipment as well as services for the packaging industry. With over 130 years of experience, BOBST today has a global presence, exporting worldwide with an international workforce of 6,300 employees. Its two main business units are machine manufacturing and related services. A dedicated team of technicians, consisting of 300 Technical Support Specialists (TSS) and 1,200 Field Service Technicians (FST), now uses TeamViewer to enhance remote support operations.

Challenges    

Most of BOBST's customers run their machines around the clock. Any prolonged downtime can have serious financial implications. Fast and reliable service is therefore of paramount importance to BOBST.

Before adopting TeamViewer, BOBST had a remote support service with the ability to connect to machines and perform certain interventions remotely. However, there were still several challenges that remained, particularly in situations where additional support was required:

• While remote connections were possible, on-site support could still be necessary for some cases, especially with older machines that lacked connectivity to internal systems. There was an opportunity to enhance remote support for these situations
• The usage of two-dimensional communication tools, such as emails or instant messaging platforms, could slow down the troubleshooting of complex issues
• Language barriers between the BOBST Services team and the customer on-site could slow down repair processes and increase the risk of errors
• In cases where remote intervention was insufficient, specialists often had to travel, sometimes over long distances, leading to significant costs and extended machine downtime
• BOBST competes in a global labor market for highly skilled specialists who are not easy to find - their availability and time is a crucial resource that needs to be managed carefully

Solution

BOBST launched BOBST Connect, a cloud-based digital platform that brings data and digital services together to enhance packaging productivity for customers. The need for a more comprehensive remote assistance solution led to the integration of TeamViewer into BOBST Connect.

With TeamViewer's AR solution running on the FST’s mobile phone, BOBST experts can initiate an easy-to-use video conversation with the TSS or customer on-site to get eyes on the issue remotely. Interactive features such as AR annotations and markers or sharing diagrams or instructions improve communication. Furthermore, the TSS can activate a voice transcription into the corresponding target language, making sure that the instructions and guidance of the remotely connected experts are well-received by their colleagues or the customer, regardless of the spoken language. All these features make it much easier to run a detailed analysis and troubleshoot the problem.

“We can solve about 80% of electrical issues thanks to remote assistance, and our goal is to have 90% solved within a maximum of two hours”, says Corentin Gilbert, Maintenance & Repair Director at BOBST. “Furthermore, we can significantly reduce the need for travel and reduce our company’s carbon footprint.”

Result

• Customer satisfaction: Improving machine uptime leads to more resilient business for BOBST's customers and ultimately higher customer satisfaction, which has a positive impact on the Net Promoter Score
• Efficiency: Improved time-to-fix frees up experts’ resources to help more customers in less time
• Sustainability: Minimizing travel supports BOBST’s sustainability goals
• Standardization: Streamlined communication and troubleshooting processes improve auditability and documentation of support sessions