The lines of Krones AG, a leading manufacturer of process, filling and packaging technology, are expensive capital goods. Failure of a machine can result in high financial losses. This makes it all the more important to offer customers fast support and to identify and eliminate the causes of failures in the shortest period of time. The magic word for this is remote service, i.e. the remote monitoring and control of machines and equipment. Together with Device Insight, Krones has developed a central tool for the remote service of more than 20,000 machines worldwide. The IoT platform CENTERSIGHT served as the technological basis.
Krones AG generates 80 percent of sales abroad. In order to offer clients worldwide an effective and efficient remote service, a central platform for access control to the individual machines was required. Moreover, the platform should also provide on-site support for the engineers during the comissioning of new machines. The main criteria: compliance with ISO certification, legally-compliant documentation and thus the legal protection of remote service employees as well as transparency and control for the customer.
Above all, remote service via the IoT platform enables much faster and more effective customer support. Thanks to the IoT platform, there is no longer any need to send a technician on site in the event of a problem, or technicians can be sent specifically to the customer after the type of fault has already been clarified via the remote service.
The example of Krones AG clearly shows that the introduction of an IoT solution does not have to serve a single purpose. According to the IDG study “Internet of Things 2019”, cost reductions and efficiency gains are still at the top of the list of goals that German companies associate with the IoT. The development of new services and customer potential as well as higher customer satisfaction are still regarded as secondary. This is a mistake, especially as these objectives are by no means mutually exclusive. The IoT platform has enabled Krones to create a classic win-win situation: faster and more targeted customer support leads to more satisfied customers. At the same time, the remote service offers enormous savings potential and avoids costly journeys to customers.
Delivering excellence in IoT. We are an IoT Solution Provider for Smart Products, Connected Vehicles, Smart City, Smart Energy and Smart Production.
