Visual ServiceSupport

• Can be used on most mobile devices
• Available 24/7
• Fastest problem solving through direct communication with a service expert

Visual ServiceSupport is a cutting-edge tool that makes communication much easier for both users and hotline technicians. The hotline technician sees what the press operator or service technician sees on the press. They can be shown processes and procedures live via video and thus gain a quick and comprehensive overview of the situation at the press. This facilitates communication, saves the need for extensive explanations and reduces the risk of misunderstandings compared to a conventional telephone call.

But Visual ServiceSupport can do even more: both the technician on site and the hotline technician can apply markings to the still images generated live. These markers help to carry out function checks or settings on the correct part or to record the current status separately close-up. In this way, it can help to limit malfunctions or be used to transfer operating and setting aids.

In addition, the operator or technician at the press can share images from the album on his mobile device with the hotline. These can show certain press behaviour that only occurs sporadically and therefore cannot be picked up on live.

Data security is guaranteed at the same time: The hotline technician can only see the media that has been shared and no other content.

Furthermore, the hotline technician can also transmit useful information like drawings or circuit diagrams to the printer's or technician's mobile device at the press.

This variety of functions ensures a broader field of application for Visual ServiceSupport. Whereas software, electrical engineering components and press operation can be accessed during classic remote maintenance, Visual ServiceSupport offers the possibility of extending the sphere of remote maintenance to include assistance in the areas of process engineering and mechanics. Visual ServiceSupport can also be used on presses that do not have a remote maintenance connection.

The success rate of classic remote maintenance methods used to date is 80 per cent. It is expected to grow even further with Visual ServiceSupport. This means that the scope of services within the remote maintenance contract is increasing and the target group addressed with such contracts is growing. Less information is lost, communication is accelerated and possible language barriers eradicated.

• Usage of an Android or iOS device
• Fast internet connection via Wi-Fi or mobile data
• We recommend using a wired headset and pre-installing the “Visual Support” app

Download (Android)

Download (Apple)

Download (Huawei)

1. The operator or technician at the press receives a link via SMS or e-mail if it is deemed useful to start a Visual ServiceSupport session.

2. If the “Visual Support” app has not yet been installed, you will be forwarded to the App Store or Play Store for installation. The app is available for free.

3. The connection is established automatically once the app is installed.

We have prepared an example simulation of the setup and usage of the Visual Support app for you.

Example Simulation Visual Support