Inks and coatings specialist Siegwerk has launched INKonnect as its offer to customers to provide remote support and service.
One of the consequences of the Covid-19 pandemic has been the need for suppliers to the print industry to develop and deploy tools that have allowed them to maintain customer service levels without physically travelling to a location to perform maintenance and support activities.
In numerous instances, this has been realised by the use of augmented reality (AR) and virtual reality (VR), often blended with the real-world as a mixed reality toolkit. VERA from A B Graphic is one notable example.
Siegwerk has followed a similar path with INKonnect, presented as assisted reality. A suitable visualisation device, for example smart glasses, is connected via a software application, thereby allowing Siegwerk experts to interact remotely with the customer or inhouse technicians in real time. The device provides the users with an immediate field of vision and enables the Siegwerk expert to remotely see what the onsite technician is looking at. This way, the technician can use both hands for troubleshooting whilst simultaneously being advised and instructed by Siegwerk experts. This is said to increase productivity and efficiency, with waiting time, machine downtime, and associated costs reduced. Safety is also enhanced as it is a hand-free system.
INKonnect is an outcome of a cross-functional and transregional project team at Siegwerk, which for over a year has been working intensively to evaluate and implement modern digital support tools for Siegwerk employees and customers based on their specific business requirements. The whole project comprises the selection of the suitable software and the gradual implementation of IT-infrastructure, a learning platform, and responsible key users.
INKonnect has been tried and tested in pilot projects. From now on, it will be available to targeted groups of Siegwerk employees around the world. 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.
Peter Steinmetz, head of global technology excellence and INKonnect product owner at Siegwerk, commented, ‘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. With this modern solution, Siegwerk further strengthens its high-quality standards in customer service and has once again positioned itself for the future.’
