Background

From healthcare and medical technology to the food sector, from the auto industry to energy supply – pure water is needed everywhere. Often this is not commercial tap water, but instead process, pure and ultrapure water that is produced in special water treatment plants using sophisticated technical procedures specific to the future application.

For more than 30 years, EnviroFalk has been one of the most in-demand specialists when it comes to designing these water treatment systems. Systems for process water, as well as for pure and ultrapure water, are designed specifically for each client, from the housing down to the piping layout, control cabinet and automation technology.

Challenges

The company sets high standards for the quality and long service life of its water treatment systems. Just in Germany alone, a team of over 50 highly trained service technicians is on call to ensure that clients experience no unnecessary downtime.

However, when it comes to more demanding problems, experts from head office often have to travel in order to deal with complex issues on site. Which sometimes means clients experience some downtime in their production. Added to this are the costs and time involved with experts being out of the office.

Since no two systems are the same, and each individual system has its own particular requirements, technicians also need to be specially trained in order to maintain those systems and troubleshoot problems. Such experts are actually few and far between these days – a problem that will only get worse considering the global shortage of skilled labor.

Benefits

The expert can remotely draw virtual arrows or markings onto the display in the smart glasses, to point out to the on-site technician which particular button to press or specific component to check, for example. The technician's hands are completely free and he can follow the expert's instructions directly 1:1. The built-in chat function helps in noisy work environments or with information that is easier to process visually, such as serial numbers.

Thanks to this new digital support system, EnviroFalk has also been able to reduce technician error rate significantly.

IT security also played a major role in the decision to use TeamViewer Frontline. The system works using secure encryption and so fully meets the demanding security requirements of EnviroFalk and its clients - in the pharmaceutical sector, for instance. Relying on a system of load-balanced WebRTC installations distributed across the globe, Frontline Assist can offer the finest possible quality and security to all users, regardless of location.

Last but not least, the company was also able to achieve significant savings on business travel. By digitizing remote support, it can be provided directly online, which often means experts don’t have to travel out from head office to see the client. The result was that EnviroFalk could deliver support not only more rapidly and more efficiently, but also more sustainably.