In the past, whenever customers discovered a problem while using their equipment, they reported it to HIGHVOLT and then received support via phone, e-mail or via remote service based on TeamViewer. In this process, HIGHVOLT can only react – it is all down to the customer to decide when to get in touch. “We have noticed that servicing and repairs are being delayed due to lack of time or for cost reasons. But if anything goes wrong at this point, the entire system fails and everyone has a major problem. So we thought: Why don’t we just do it ourselves”, explains Volker Schmidt, Project Manager for the HIGHVOLT Maintenance Portal, part of which is HiCOS. This comprehensive support system is now included as standard with every HIGHVOLT system, but it can also be retrofitted to existing systems. It continuously monitors functionality and reports automatically if a fault occurs or if maintenance work needs to be carried out. “As a result, the solution we have developed is a self-monitoring, digitised system.” Something else that is new is the way messages from HiCOS reach the customer and HIGHVOLT at the same time courtesy of the HIGHVOLT Maintenance Portal. This allows the Support team to approach the customer proactively so that faults can be remedied even faster.
