Domino launches AR support application

‘Uptime and overall equipment efficiency are of the utmost importance to our customers. When unplanned downtime is due to coding and marking equipment, it can be both costly and frustrating for them,’ commented Eddie Storan, head of global service at Domino. ‘As coding typically sits towards the end of the production line, a faulty system can have a huge impact through the wasted stock and rework, with the added commercial and brand risk of product recalls and punitive fines.’

‘We realized the value of AR in enabling our customers to manage both simple and complex cases, reducing the need for in-house skills and competencies,’ added Saverio Barbero Lodigiani, group service project manager at Domino. ‘With SafeGuard AR, our experts can work with our customers, OEM partners, or even Domino service engineers to manage complex installations, check line performance, and – crucially – identify and fix problems with machinery as and when they arise.’

Collaborating with customers in this way allows service engineers to gain a better understanding of a problem than afforded by traditional phone support. When possible, a customer can be guided to implement a fix themselves safely. In cases necessitating a site visit, an engineer can be dispatched with a thorough understanding of the issue and equipped with all necessary materials to rectify the problem. In this way, SafeGuard AR helps increase first-time fix rate and significantly decrease case resolution time.

‘At Domino, we are committed to continuously improving our industry-leading expertise to provide fast and efficient support to our customers,’ added Storan. ‘This is dependent not just on our products and solutions, but also on the quality and technical capability of our global service organization. With SafeGuard AR in conjunction with Domino Cloud, we can offer a higher level of support which in turn provides additional customer value in terms of reduced downtime and improved production efficiency.’

Though already in development at the time, the Covid-19 pandemic accelerated the completion of the application and the full program of testing by customers. According to Domino, the application's virtual aspect was particularly useful in overcoming limitations on-site visits by service engineers during the global lockdown. The company is now rolling the service out to customers in all regions.