Sandvik Mining and Rock Solutions implemented Softability´s XReach remote support solution for global use last fall. The solution allows front-line workers to receive company-wide support remotely even in challenging conditions. Now XReach is already in use in Australia, North America expanding to Europe, South America and Asia.
The benefits of a remote support
XReach remote support solution offers many business benefits. Reducing the need for experts to travel, increasing employee efficiency, and reducing work errors will result in significant cost savings.
“If you have better knowledge, better tools, and improved understanding of a machine, you are far more likely to get a first-time fix. You only have to send a technician out once because he is being supported by everybody else. It’s like having an expert in your back pocket every time they go on site. So, you are kind of getting that extra benefit.”, says Lindsay Jackson, Service Operations Inspections Specialist at Sandvik Mining & Rock Solutions.
The solution´s knowledge base also enables searching solutions to known problems without calling an expert, faster training for new employees and development of the company’s service business by analyzing the data.
“If you hire a smaller contractor you get sort of one person’s knowledge base. If you hire a representative of our company to go out there and he is supported by the rest of the company, you are leveraging the entire company basically through that knowledge.”, says Jackson and continues:
“And being able to catalog that knowledge as well, being able to build some kind of knowledge bank of lessons, is something that has not really existed on any significant scale before now. So having a global solution that catalogs all of this data, compiles it and puts it in a place where the rest of the experts have access to it at any point, we will be able to trend incidences as they occur, where are the caps in our knowledge. If we can predict the way our machines are going to react in a certain area within maintenance, then we can offer better service and we can increase our uptime. We can increase our productivity. We can get ahead of the curve.”
Sandvik´s future plans for XReach
“We got a great sort of first bump into this with the limitation of being able to send out our service technicians and supporting staff to the front line with the global pandemic. Because within a matter of months we went from being able to send people to places to almost virtually zero in most sales areas. So, it was kind of an adapt or die situation for that aspect, because we needed a way to support our frontline staff. This was it, and we were already in a reasonable position to be able to pour some more resources into it and to be able to upscale it, to be able to meet that demand. So, we would like to think that we are in a good position to be able to leverage that moving forwards.” says Jackson and continues:
“Building a solid foundation of remote support based on something you can use with a phone or a tablet would be the ideal sort of first step. And then from there it’s about scaling that solution, rolling out that level of support globally. And then sort of moving it up in the levels that are applicable to the different sales areas and the different regions on where they want to go with it. And if we get demand for AR, Mixed Reality in different regions than we will try our best to meet that demand. And with the appropriate solution; not necessarily just the top one straight off.”
Watch the video to hear more about Sandvik´s customer experiences of XReach!
Juha Asunmaa, Business Unit Director at Softability Oy, juha.asunmaa(at)softability.fi
Lindsay Jackson, Service Operations Inspections Specialist at Sandvik Mining & Rock Solutions, lindsay.jackson(at)sandvik.com