Siegwerk has deployed INKonnect, a new assisted reality-based remote service allowing the company to support its customers with faster response times and easier access to expert knowledge.
For more than a year, a cross-functional and transregional project team at Siegwerk has evaluated and implemented modern digital support tools. The entire project comprises the selection of suitable software and the gradual implementation of IT infrastructure, a learning platform, and responsible key users.
INKonnect is based on assisted reality technology. A visualization device, for example, smart glasses, is connected via a software application allowing Siegwerk experts to interact remotely with a customer or in-house technicians in real-time. The device provides the users with an immediate field of vision and enables the expert to see what the technician is looking at. This way, technicians can use both hands for troubleshooting on-site while being advised and instructed by Siegwerk experts.
‘We are very proud that we have managed to make remote service a standard Siegwerk offer and that we will be able to provide customers with our expertise in an even closer and more efficient way,’ said Peter Steinmetz, head of global technology excellence and INKonnect product owner at Siegwerk. ‘With this modern solution, Siegwerk further strengthens its high-quality standards in customer service and has once again positioned itself for the future.’
INKonnect was tested in pilot projects. From now on, it will be available to targeted groups of Siegwerk employees around the world. Going forward, the work of the INKonnect project team is not finished. The next focus is to encourage the usage and further implementation, support key users, and evaluate the potential future external roll-out directly to Siegwerk customers.