A B Graphic (ABG) has increased the number of technical advisors and service engineers available globally, so to offer improved remote and physical support for customers.
In the UK, two additional service engineers have been appointed to increase the overall number of remote engineers to four – two based in Newcastle and two in Birmingham. In Ireland, ABG has a single engineer based in Dublin. The two new service engineers are Sicelo Moffat and Jack Jones-Parkes, both from Birmingham. Mr Moffat, a mechanical graduate from the University of Birmingham, has been working as a multi-skilled engineer in the aerospace and construction industry for the past six years. He is currently undergoing a structured training program with ABG to familiarise himself with print finishing equipment. Mr Jones-Parkes joins ABG after eight years in the RAF, working as an aircraft aviation technician and has wide experience of working on time critical projects.
ABG is also placing increased emphasis on the use of its remote engineering virtual assistance tool, now known as REVA. This utilises mixed reality technology – specifically Microsoft HoloLens 2 headsets – to allow ABG’s engineers to see machines and problems first-hand through the customer’s eyes.
The company currently has eight headsets, which are loaned to customers as and when technical issues arise. ABG’s involvement with mixed reality technology began eight years ago, but only became part of their service offering in a limited capacity in 2020 under the acronym VERA – Video Engineer Remote Assistant – following the release of HoloLens 2 and the commencement of the coronavirus pandemic. Since then, it has provided an option that has allowed ABG to still service and maintain machines around the world despite travel restrictions.
Fully introduced in February 21, one of the main benefits of REVA is a reduction in ABG’s carbon footprint, as travel to customers’ premises is no longer required. At the same time, ABG’s customers benefit from a much lower cost than having a physical engineer on site. Instead, they can receive direct one-on-one support anywhere in the world and problems can be spotted, diagnosed and either fixed or parts dispatched all in one call, leading to faster issue resolutions and less machine downtime.
ABG service manager Tom Bean commented, ‘The increase in service engineers and our upscaled remote servicing capability are key in continuing to provide customers with excellent levels of service across the UK. The use of our REVA tool continues to increase in popularity as customers look to save money on servicing costs. It’s a win-win situation as customers are able to solve technical issues quickly and cost efficiently and, as a business, ABG can lessen its impact on the environmental through less travelling.’
Confirming this is Oyvin Torvi, factory manager at Norwegian label printer Digital Etikett, an ABG customer, who said, ‘ABG’s REVA system is a total game-changer in how we solve problems and train personnel, and is a great solution in an ever-changing world.’
