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our experts integrated the new signals into the automation system via remote access. And now, with the restrictions in connection with the pandemic, we have been implement- ing even more complex revamps in this way. This has avoided quite some travelling, and we have been able to support our customers in implementing the measures as planned.
What is the focus of the modernizations that you perform with your service team?
Ralf Mackenbach: We are active in both software updates and hardware upgrades of a wide range of different automation systems. We plan modernizations for all types of auto- mation systems in line with the requirements of our customers and with short installation and commissioning times, always with a view to an optimal combination of remote and on-site service.
Helmut Beckmann-Lenneper: For 25 years, SMS group has used the modular X-Pact®- ProBAS automation system as standard for the basic automation and the technological controls in rolling mills. We upgrade X-Pact®- ProBAS to the latest hardware generation in one to two days, independent of the year in which the existing system was first commis- sioned. After completion of such an upgrade, production can be immediately restarted at 100 percent.
Which customers can benefit from the remote service?
Ralf Mackenbach: The use of the 24/7 hotline and the possibility to call on SMS group experts - 24/7 - for assistance are available free of charge to customers who have concluded a corresponding service agreement. We usually conclude one- to three-year contracts with our customers. These contracts also form the legal basis for the implementation of our remote services. The contracts cover the access rights for on-call assistance and the agreed number of hours for cost-free service activities, and they may even include additional X-Pact® Service modules. Also the conditions for planned and unplanned on-site assignments are defined. Basically, every new plant and
ITAtube Journal 2021 – Special Edition
equipment that we supply comes complete with the technical features enabling the use of our remote support service. Currently, we have far more than 100 active connections in place worldwide with our customers.
Internally, we use the X-Pact® Service portal as early as during the engineering phase, the Plug & Work integration tests and during commissioning. Within the global network of SMS group, both software experts and tech- nologists from our development and engi- neering departments are available to assist our customers.
What digital tools are available to the X-Pact® Service experts?
For many years, SMS group has pursued a digitalization strategy that has seen the successful use of the X-Pact® Service portal during commissionings and in the after- sales service. During the past year, we have enhanced the communication possibilities significantly as well as the digital function- alities of the portal. We now use AR goggles for the direct exchange of information about the facility with the customer’s specialist personnel per chat function, audio, video
or whiteboards securely connected via the X-Pact® Service portal. In addition, a mobile version of the X-Pact® Service portal enables staff at the customer’s facility to send out a service call directly from their smartphones. Further mobile applications are to come soon.
What role does your team play in the imple- mentation of Equipment-as-a-Service pro- jects?
Electrical and automation systems and their specified performance play a significant part in Equipment-as-a-Service
(EaaS) models. Consequently,
also our X-Pact® Service experts get involved here, as our remote service is critical to the success- ful optimization and the result- ing high performance level of production equipment operated as EaaS.
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Press releases
SMS group GmbH
Ohlerkirchweg 66
41069 Mönchengladbach Germany
Tel: +49 2161 350 0 communications@sms-group.com www.sms-group.com