Remote Assistance: Getting closer to customers even during distancing and lockdown period!
With COVID-19 affecting the field workforce availability remote assistance delivered by Fives is good-tool to keep equipment and technologies running at its maximum capacity. The crisis has been an opportunity to reinforce partnership with customers with digital tools to support maintenance operations.
An important maintenance operation was planned, before COVID-19 crisis, for e-commerce leader on one of its European warehouses.
To perform this operation, Fives teams had to take up several challenges. The first one was to run the operation during confinement and travel restrictions period as a reschedule was not an option for customer. As a matter of fact, the operation required the complete stop of the system while the company was facing a very high production rate coming from the high level of online purchasing.
To execute this complex intervention, Fives succeeded in bringing together its expert teams in Europe and in the US to find a solution to meet its commitments. They therefore turned to digital solutions using smart glasses enabling the cooperation and the support of overseas technological experts by remote approach.
" With the collaboration of our teams in USA, France and Italy and thanks to innovative tools, we took up this challenge. My global team did an outstanding job in this complicate intervention and during these difficult times, providing extreme satisfaction and results to our customer. This was also a first important test for exploring new ways of intervention, when it is not possible to have an expert on site", says Michele MORICHI, Deputy CEO Service of Smart Automation Solutions Division
Fives is committed to ensuring the best level of service for its clients, as a long-term reliable partner.