Sidel service leverages internet to deliver assistance

By Ahmed ElAmin

- Last updated on GMT

Related tags: Sidel, Customer service

A new online virtual assistance service from Sidel is
designed to provide instant help to bottlers with production
problems on their hands.

Sidel said its Remote Expert Assistance for Lines (R.E.A.L.) service provides technical assistance, maintenance and training, allowing the company to respond faster to its customers. Sidel claims that the service can help limit machine downtime. With rising production outputs, bottlers are having to ensure fixing breakdowns or maintenance work must be done as quickly as possible. The R.E.A.L. service will operate as an additional service to Sidel's onsite expert advice. Through the use of R.E.A.L., Sidel's technical support specialists can guide customers remotely during repairs or complicated maintenance work. The customer is equipped with a set of portable equipment including a headset, micro display, cameras, microphone and personal computer for sending and receiving data. The technology allows the Sidel technician to see what the customer is doing in the work environment. The technician receives real time audio and video information to help perform any complex operations. The Sidel operator can also project additional information, such as drawings, photos, videos and manuals, into the micro display built into the customer's headset. The connection is done over the internet using wireless technology. Troubleshooting, training and maintenance tasks can also be done in this way, with technical guidance from Sidel. Sidel already provides a remote customer service, one that allows a Sidel operator to access a machine's software, at the customer's request, The access is designed to allow the operator to remotely get acces into the machine when it is down. R.E.A.L. will complement the remote access service, Sidel stated. The machine makes its official début at the K trade show in Düsseldorf (October 24-31. Initially, Sidel will make the system available in Europe for blow molding technologies. Eventually, the technology will be released around he world, Sidel stated.

Related topics: Processing & Packaging

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