More about our Remote Diagnostic Service

More about our Remote Diagnostic Service

We first introduced our Remote Diagnostic Service in January 2018 on our VZ access platforms. Since its introduction, over 400 connections have been made, and we’ve been able to help customers throughout the UK as well as further afield in Norway and Canada.

Our Remote Diagnostics Service is an online Bluetooth-enabled diagnostics tool fitted as standard on all platform models. This tool, as the name suggests, allows us to quickly understand the cause of breakdowns remotely, identifying the breakdowns as operator error or machine faults. The system automatically logs all errors, so the fault doesn’t necessarily have to still be occurring for us to diagnose it. We can also override certain aspects of the control system remotely, which although it doesn’t fix an issue, often allows the operator to get home, where the root cause can be corrected, and further assistance can be arranged. This significantly reduces downtime.

Proof of success

Over 85% of issues have been correctly diagnosed remotely. Even when we can’t fix a breakdown, having the remote diagnosis prior to arrival enables our service engineer team to be fully briefed and prepared before attending site, making for a speedier repair.

Although it is difficult to quantify a ‘typical’ remote ‘call-out’, our experience shows that a remote diagnosis can be as short as 5 minutes, and no longer than 30 minutes. By comparison, before remote diagnostics, we could regularly spend more than 30 minutes on the phone and still not have a clear understanding of the issue. We would often only fully understand the cause when we attended site.

What our customers say

Feedback on our remote diagnostics service from operators has been extremely positive, they like the fact they can monitor certain signals without logging in and get an idea of the platform status. Many are now calling us to request a login as they value the quick solution it can give.

To use our remote diagnostics service, operators require a free app available on the App Store and Google Play. Older machines can be upgraded to enable remote diagnostics. Call us (01482 222377), to see if your platform is compatible.

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