Amazone SmartService 4.0

Process optimisation in After Sales

Advertisement

In the world of evermore complex machine design, AMAZONE, via SmartService 4.0, is utilising the technology made possible by digital VR and AR technologies to further enhance its learning, training and repair processes in the sector of technical customer service as well as assisting its customers in carrying out routine maintenance work. This realisation is carried out through training using Virtual Reality and via the possibility of real time communication with service specialists from AMAZONE along with the creation and provision of learning contents by utilising Augmented Reality.

Training using Virtual Reality

During the next training season, AMAZONE will, for the first time, promote its training contents with the aid of a virtual reality system. By utilising 3D data, a virtual machine is created and through this a service technician can be taught maintenance or repair processes thus enabling him to make use of that knowledge later on in practice. So complex processes, such as, for example, the fitting of components inside a Pantera main tank can be learnt. Also, in this way, little-used service situations or assembly methods can be taught and perfected beforehand so that, in case of necessity, this knowledge can be recalled. At the same time, the system provides the possibility of offering training modules for the end user in operation and maintenance routines.

Real-time communication with AMAZONE service specialists

With the aid of special software, AMAZONE offers the possibility of a widened communication spectrum. This can be used worldwide across a range of different terminals such as, for example, Android or iOS screens. In this way, for example, the technician from the AMAZONE service partner who has to carry out a complicated repair can be connected with a service specialist in the office via tablet, Smartphone or digital AR data headset in real-time. Via the camera in the terminal of the service technician, the service specialist can now see the physical repair field of the service technician and give the relevant instructions. If necessary, also the service technician can see what the service specialist sees on his screen enabling him to derive a solution. In this way, video, audio, pictures and text files (e.g. pictures with remarks, sections of a hydraulic diagram) can be exchanged.

Creating and making available maintenance and repair instructions by using AR (Augmented Reality)

With the aid of special AR headsets, the AMAZONE service specialists create a wide variation of modular maintenance and repair instructions (e.g. the rebuilding of a pump). By using such AR headsets, the implementation is done via voice input so that the user has both hands free to carry out the relevant actions. In future, pre-prepared maintenance and repair instructions will be made available for download to all sales partners via a database in the AMAZONE dealer portal. These instructions can then be reproduced on most terminals (AR headsets, tablets or Smartphones). In addition, especially for farmers and agricultural contractors, specific maintenance instructions can be provided. These will be made available to the customer free of charge via the machine-specific E-Learning modules.