Rapid Remote Troubleshooting

Since 2000, Symmedia has been specializing in software for plant and mechanical engineering manufacturers in a wide range of industries – from tobacco processing to mold-making, from to injection molding to packaging. German printing press producer Manroland Sheetfed and GF Machining Solutions itself are among Symmedia’s key customers. When using and marketing the software, machine manufacturers usually brand SP/1 under their own name. Customer service of GF Machining Solutions offers the software to machine operators under the name rConnect.

If a 3D printing, milling, laser texturing, or EDM machine supplied by GF Machining Solutions breaks down, the machine operator onsite can specify the fault step by step via the software on their screen: Is it a stoppage? Is the machine producing scrap? Is it running too slowly? The downtime message is forwarded to a central server, which the machine manufacturer’s customer service team can access via an rConnect box that is installed on the same network as the machine and communicates with the customer’s network. The central server acts as a hub for all the data collected by the software. Details such as the serial number of the machine and the time left on the warranty period are also available and support the customer service representative in troubleshooting all aspects of the problem.

A GF Machining Solutions customer service employee can access the respective machine remotely at the push of a button. A so-called digital tunnel is established for the duration of the analysis, through which the GF diagnostics technician can access the machine’s control panel directly from their computer. If necessary, the screen can be shared so the technician can exchange photos or blueprints with the machine operator and mark locations where the cause of the fault might lie. “The fact that the system can be accessed externally means the issue of data security is extremely important to our customers and therefore also to us,” says Wehmeyer. “We only receive access once the customer has granted their approval.” If a fault cannot be remedied remotely, service employees can use the information collected during the analysis to ensure they are optimally prepared for their onsite work. Another advantage is that valuable information about the job is stored digitally – both in customer service and at the machine operator. “If the same fault occurs again later, troubleshooting is much easier and runs more quickly thanks to the information from previous jobs,” says Wehmeyer. This benefits both manufacturer and operator.

The market for remote maintenance and repair services is growing because machines and plants are becoming increasingly intelligent, networked, and therefore more complex. “This is leading to more operator-induced errors,” says Wehmeyer. “Demand has increased further due to the coronavirus pandemic, because in many cases diagnostic and service technicians are no longer allowed to travel.” The merger with GF Machining Solutions offers both partners the opportunity to enter new markets together, he adds. “Digitalization and IT are challenging topics that aren’t self-explanatory,” says Wehmeyer. “GF Machining Solutions has a strong sales organization, with experts in machines, processing, and technologies. Symmedia is an expert in digital topics. So we are bringing together the best of both worlds.” In the past, Symmedia’s focus has primarily been on the DACH region. The partnership offers an optimal starting-point for international expansion. Wehmeyer believes that “the acquisition marked the beginning of a profitable partnership.”