Liebherr has further developed its remote service portfolio with XpertAssist, intending to provide better support to its customers.
XpertAssist is an annual subscription service, combining several service tools to provide reduced repair times. Liebherr claims that real-time, fast and effective support will be provided by their experts, with second-level backup support with OEM.
Increased availability, longer service life, and reduced service costs are what Liebherr looks to bring to machines equipped with XpertAssist.
Reducing repair times and costs
XpertAssist combines real-time advice from technicians with a wide range of technical tools through an audio-visual connection.
With the intention of reducing on-site attendances, Liebherr claims that this service will offer immediate, qualified, fault analysis and online troubleshooting backed by step-by-step instructions.
If, in fact, a customer requires a visit from a technician, audio-video calls can be made to predefine the requirements of the visit.
As a result, Liebherr predicts a reduction in repair time of up to 50% and a reduction in field service costs of up to 20%.
More time with the customer
XpertAssist extends to predictive maintenance advice and reports on individual machines or entire fleets.
For example, reports on safety or machine and engine utilization become available to operators and fleet managers. Also, an interactive performance review and tips about preventative maintenance may help managers with machine availability organization and budgeting.
According to Liebherr, service technicians normally spend up to 45% of their time travelling to/from sites. The implementation of XpertAssist aims to give these technicians more time to attend to their customers’ needs. The new lines of communication the service brings may eliminate unneeded trips.
Also, Liebherr’s prediction of minimizing travel for technicians would lend to their goal of lessening their carbon footprint.
Recent experience in the Middle East underlines the importance of quick and efficient technology when projects are a long way from base.
“For our company, which has all operations and projects outside our home country of Turkey, such remote service is perfect,” explains Levent EKMEKÇİOĞLU, Company Manager of REM engineering, construction and trade Co. Ltd. He continues, “Assistance was provided by Liebherr remotely in Jordan with no travel or accommodation costs and no time delays. The issue was solved immediately to our utmost satisfaction and we are very grateful for this extended assistance.”
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LiTAB and XpertAssist’s machine compatibility
XpertAssist is a subscription service, renewing annually. It is available for each individual machine or for entire fleets.
Also, Liebherr offers a ready-to-use, pre-installed tablet (LiTAB) as an option. This tablet provides digital machine documentation and easy process data download, as well as remote operation monitoring.
So, XpertAssist is Liebherr’s way of attempting to combine remote service and traditional technical expertise with tools to provide support for customers. This new service is available for crawler cranes, deep foundation equipment and maritime cranes.