“We’ve seen customer demand for live remote support, training and collaboration skyrocket—in part because of the current COVID-19 challenges, but also due to increasingly complex machines and a shortage of highly skilled technicians,” said Nils Arnold, co-founder and CEO of ADTANCE. “Our new ADTANCE Support and Fieldstreaming solution is uniquely suited to address the growing set of remote service use cases. Companies want service technicians to be able to view machines from a variety of angles in real-time, conduct live remote user training from multiple perspectives, and collaborate remotely using multiple cameras. Our new Support Module and Fieldstreaming Solution makes all these use cases possible and simple.”
The ADTANCE Support Module also includes the following new capabilities that improve communication and collaboration between service technicians and customers, per ADTANCE:
Expanded support-session communications. Users can now start an ADTANCE Support session by sending a message, document, or video recording in addition to initiating a session through a video call. Users do not need to download an app, as ADTANCE Support now runs on all browsers and mobile devices. Invitations to sessions can be shared by simply sending a link without the need to set up a user account. At any time during a session, users can send messages, documents, recordings, open a live video chat or collaborate using a digital whiteboard.
Snapshots during live videostream. Snapshots can be taken at any time during the ADTANCE Support live videostream and users can mark up the video with circles, arrows or pertinent notes. Several people can work on a snapshot within the support session at the same time. A service technician simply sends a request to the field worker and once it is accepted, the system automatically executes a snapshot. Alternatively, users have the option to immediately accept all snapshots for a session prior to starting the video call. This allows the service expert to take snapshots at any time during the live video stream.
“ADTANCE’s Fieldstreaming Solution is a game-changer for us,” said Michael Ntagas, director of after-sales service at Reifenhäuser Group. “Now we are able to build an entire machine—sixteen meters high – and get the technical assistance we need 100% remotely. After the machine is built, we can remotely educate and train machine operators; effectively collaborate long distance with our customers to test new mixtures of raw materials running in the machine; and upgrade machines without traveling to the customer site. ADTANCE Support and Fieldstreaming Solution reduces the significant costs and current risks of traveling to customer sites, while increasing the number of customers our highly technical experts can service.”
