The monitoring of production data is becoming more and more important in modern manufacturing operations. Furthermore, in view of tight processing schedules, unplanned machine stoppages are also expensive and have to be dealt with as quickly as possible. In this case, the first step is to make absolutely clear what the problem is.

The machine manufacturer’s technical support personnel need the customer to supply all the relevant data relating to the situation on site, and this must be done without any mistakes, and as clearly and quickly as possible. Now it is possible to download the app onto smartphones and tablets from the Apple Store, Google Play and 360 Mobile Assistant for Android devices in China. This new service is available in two stages and is easy to use. The menu navigation system is intuitive and is familiar to users of mobile devices.

Gradual introduction of the system onto the market following its premiere

The Karl Mayer Connect app was premiered at ITMA 2015 in Milan, where it met with a great deal of interest. Encouraged by this success, Karl Mayer’s technical support strategies over the following months concentrated on putting the infrastructure in place for rolling out the system worldwide. “Following a test phase on selected markets, we have specifically restructured our technical support organisation, trained up our specialists, and adapted the software tools that they are using,” explained Martin Hornig, the Head of the Service Division, when describing the company’s activities. The preparations should be finished by July 2016. The second phase of the app will then be available worldwide.

“The customer can call up the production data easily and transmit data just as easily, conveniently and securely if there are any problems. This will make our technical support service even more efficient,” says Martin Hornig when describing the advantages of the new system. In future, he and his team will be able to receive more data and reliable information, enabling them to provide technical support more quickly and in a more targeted way.The Karl Mayer Connect app is not an isolated system. Together with the Karl Mayer Check Parts and the Spare Parts Webshop, it is one of the new, innovative on-line services for mobile devices, which are complementing Karl Mayer’s direct customer support services.