Worldwide in more than 100 countries, eye surgeons work with the highly developed technologies from SCHWIND. The still ongoing pandemic, corresponding travel restrictions and health risks are great challenges for technical support of the installed SCHWIND product portfolio. SCHWIND relies on innovative solutions and is currently trying out the use of a „Remote SmartSupport Kit“.
The Android-based system embeds MS Teams as App and enables technical online support in real time. The service engineer at the SCHWIND headquarters and the digitally tuned-in field expert see exactly the same thing.
The main components of the SmartSupport Kit include data glasses, laptop and a webcam, as well as microphone and earphones. Furthermore, the kit was individually configured to optimally meet the particular requirements of SCHWIND technical service.
The SmartSupport Kit functions like a full-fledged tablet computer. The specialist on site is equipped with a head camera. This enables the service engineer to follow the view of the specialist in real time ensuring acoustically and visually guidance through the required work steps. Since all applications, data or browser-based solutions can be used via voice commands, the hands always remain free to work.
„The SmartSupport Kit enables us to take the perspective of the technician on site and thus ensure improved support in real time“, explains Andreas Rödel, Head of Technical Service, and adds „Of course, the kit cannot and is not intended to replace on-location, hands-on training from SCHWIND. It is rather an additional tool for service engineers to assist our worldwide distributors in technical support of our devices. With The SmartSupport Kit we can act effectively, flexibly and at short notice in the current situation to offer precisely tailored solutions“.
The first practice tests at several locations are quite promising. „With the innovative digital solution, SCHWIND opens up new and sustainable perspectives for technical support“, sums up Andreas Rödel.