“Customer Service is about what happens after commissioning and training,” says Arno Strotgen, head of Customer Service, ABB Robotics. “At ABB we’ve moved away from an on-call ‘break-fix’ philosophy to a customized model. All the customer has to do is select the features of the maintenance program they want. We’ll do the rest.”
Known as ABB Robot Care, the maintenance program includes an advanced diagnostic tool called Remote Service. The new technology is at the heart of ABB Robotics Customer Service’s shift from preventive to predictive maintenance because of its ability to identify issues before they become serious problems. If a problem occurs, an alarm is sent to both ABB’s Service team and the customer operator, who can choose to fix it over the phone or to have an ABB service technician come to their site. Whatever their decision, the value-add becomes quickly apparent.
“Response time is faster and travel time is shorter because of how quickly we can deploy resources to fully avoid breakdowns of the system,” says Strotgen.
ABB’s booth at the International Robot Exhibition 2013 will include demos of how the Robot Care Remote Service system works with a walkthrough of the MyRobot online portal as well as a demo running on smartphones. Demos will also include the Robot Care iPad tool that allows customers to fully understand and carefully choose the service products they need during sales visits. ABB service team members will be on hand to explain all of our comprehensive service offerings.
Visit www.abb.com/robotics for further information.