Following the success and high demand of the Remote Service tool that was introduced last year, Liebherr has further enhanced its remote portfolio. XpertAssist, an annual subscription-based service, combines real-time expert advice from experienced technicians with a wide range of technical tools through an audio-visual connection. Immediate qualified fault analysis and online troubleshooting backed by step- by-step instructions mean assistance can be maximised and on-site attendances can be reduced to a minimum. Any necessary site attendances are made as efficient as possible through audio-video calls to predefine requirements and so increase the first time fix rate. A debriefing via audio-video conference call to explain the work done, or to address possible findings is part and parcel of this new product. According to Liebherr the mean time to repair is reduced by up to 50 %, and field service costs cut by up to 20 % per annum. The new service is available for crawler cranes, deep foundation equipment and maritime cranes.
Recent experience in the Middle East underlines the importance this technology when projects are thousands of kilometres away 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.”