Entering out of crisis mode with remote assistance

How IoT-based remote assistance solutions keep business up and running

Innovative solutions make it possible to maintain business continuity even in times of crisis. This realization took hold in many companies very quickly after the Corona pandemic began. IoT-based applications have since clearly demonstrated their usefulness in maintaining production and business processes. In particular, the use of remote assistance platforms has ensured the survival of numerous companies since the start of the Covid pandemic by ensuring their business continuity. Companies that have already digitized large parts of their business were at a particular advantage: Automated production processes, data-driven decision-making, equipment integrated via IoT in all operations: this enabled them to remain competitive during this period.

The existing digital infrastructure optimally supported the urgent need for a remote support solution. This not only avoided interruptions and protected the health of the field staff: It also ensured the availability of services for customers.

Secure operations in times of crisis - servitization as the key

Many business models rely heavily on providing on-site support to customers. With the outbreak of the Corona pandemic, there were completely unexpected significant global travel and contact restrictions. To reduce dependency on field operations, companies need a suitable software solution that allows them to communicate with customers remotely while increasing the efficiency of remote diagnostics and remote maintenance - a crucial step on the way to the seminal servitization principle.

The envisaged goal: not only to enable field service technicians to provide reliable remote support, but also to support the establishment of new production lines - without the need for experts to be deployed directly on site. Various remote assistance solutions enable exactly this: a timely and location-independent deployment. Remote assistance solutions allow maintenance inspections to be carried out remotely and existing resources to be used more efficiently. Entirely new forms of knowledge transfer or rapid employee training are also conceivable. Important: fast implementation and intuitive operation.

Customer employees can interact with technicians in real time to solve problems - on-site deployment is no longer necessarily required. There is already remote maintenance software that uses so-called merged reality applications. This technology allows stakeholders to virtually touch what customers or technicians would otherwise see on-site, freeze or share images, use hand gestures, or even insert real-world objects such as special tools into the merged reality environment.

Conclusion: Remote maintenance as growth engine & entry into digital transformation

Innovative technologies such as IoT always represent an opportunity for companies to interact with customers in new ways and redesign operations. In addition, many companies have already recognized that they need to take advantage of the opportunities presented by digitalization in order to remain competitive. To do so, they are increasingly relying on digitally networked teams and data-driven processes. Servitization is becoming increasingly important in this context. And for companies specifically focusing on this topic, maintaining business continuity is of key importance.

Remote assistance solutions based on IoT technology not only ensure this much-needed business continuity in times of crisis - they also offer considerable potential for the time afterwards. Companies can significantly increase their efficiency by taking advantage of the associated benefits: Conducting maintenance inspections remotely, increasing troubleshooting rates on the first customer visit, reducing the number of dispatched technicians. A remote assistance solution or remote support and augmented reality tools are therefore not only the ideal tool for surviving business crises and safeguarding operations, but also the ideal platform for driving digital transformation within the company, optimizing processes and taking customer service to a whole new level.