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26th March 2024

Relevant knowledge for service operations available everywhere

The implementation of complex production plants not only places the highest demands on the development and production of corresponding system solutions, it also involves immense investments. It requires reliability and confidence in performance – especially in service. DREHER Automation, as a leading system supplier for automation solutions in the field of forming technology manufacturing processes, has been involved in providing services throughout the entire lifecycle process of the machines and plants. DREHER Automation digitizes all knowledge-intensive processes to ensure that service technicians always have all relevant information at their disposal from set-up and commissioning to subsequent maintenance and repair. An important element is the field service management of Innosoft, in conjunction with the SmartSearch module.

The acquisition of a field service management system played an important role in DREHER Automation’s digitization strategy, as Julia Fischer, Corporate Communications and Sales, explains: “We decided to update our IT infrastructure. This includes a field management system, but also a document or content management system, then the ERP system and potentially also the CRM system. ” Overall, there should be a new digital structure with the aim of avoiding isolated solutions and visible system breaks and ultimately making the entire working process more digital, faster and better.

Research project SerWiss as a starting point

“We have combined this goal with our participation in the research project SerWiss, which deals with how service knowledge can be efficiently generated and structured on the basis of a digital solution approach while ensuring a humane work design,” she explains. It was decided that service should be the starting point of the investment, with the introduction of a field service management system and a corresponding content management system, which would then manage content such as a digital machine file for DREHER Automation – and this in turn beyond the service area, i. e. company-wide.

The concept phase was followed by a comparison of software providers – including a market screening of field service management software solutions: “In the comparison, we focused on what the individual software solutions can do and what they provide in terms of features. Innosoft was for us the solution with the most comprehensive service package,” explains Julia Fischer. “We at Innosoft were convinced that the software completely mirrors the general service process. ”

Digital twin of the machines with Innosoft SmartSearch

Field Service Management from Innosoft is primarily about efficient deployment planning of personnel and other resources. The service technicians should carry out their assignments at the customer‘s premises reliably, confidently and with high quality. Successful deployment planning includes not only the cost-saving planning and dispatching of field staff, but also customer management, the provision of information for and by the technician, the preparation of reports and the recording of the performance data of orders – this is what Field Service Management from Innosoft offers.

And then there were the functionalities of the Innosoft SmartSearch module. It provides 360° information access to all data relevant to the service and helps to further optimize the service process. For this purpose, the internal structuring and functionality of the machines and systems are mapped in the form of a digital twin. Related documents and information are digitally processed and linked semantically with the help of AI-supported automated processes.

Sebastian Schult, Head of Sales at Innosoft, explains the project implementation together with Julia Fischer von Dreher at the closing event of the SerWiss project.

From handwritten order forms to digital checklists

What was the situation before the launch of Innosoft? In forming technology, machines have an extremely long service life of 20 to 40 years. During this time they are modernized several times, equipped with new controls or overhauled mechanics. “Such a machine has a busy service life. Therefore, the flow of information must always be guaranteed for an individual service – from customer enquiries to plant construction to modernization or retrofit measures. Keeping this information together was a challenge for us. Because the digital machine files had to be set up and structured accordingly in order to be able to represent them as digital twin in Innosoft and in the CMS,” she explains. Finally, the systems should speak the same language so that there are no more isolated solutions and system breaks, but rather that these interact with each other.

“There was already a lot of knowledge in our organisation, but as I said, the challenge was to make this knowledge machine-readable and findable,” she explains, citing an example: “There were assembly reports and typical order forms, which the customer signs and which the service employee makes handwritten notes. This is not easy to record digitally, so the decision for a complete system was important to us. ” This has been achieved: the entire service processes are now mapped with Innosoft, including the additional functions that make content easier to find.

Test group works with Innosoft mobile app

This is why the back office was first started when implementing Innosoft at DREHER Automation. A test group of ten service employees then started working with tablets to test the Innosoft mobile app. This is the basis for further implementation: all employees working in the field are equipped with tablets for practical operation at DREHER Automation.

The next step was to use Innosoft to present service reports in such a way that they are designed according to the knowledge-centred approach. Maintenance and checklists are made available digitally in the app, followed by the existing machine knowledge in the field, so that service employees in the field can access all the information relevant to a job at any time. “We weren’t even able to tell if we were working with the most up-to-date data in the field. Or maybe the technician had the right data for machine X, but he had to check machine Y on site, for which he didn’t have any data. So now he’s not just on the road with rudimentary or outdated knowledge. That’s over with the switch to Innosoft. ”

About Rotary Automation:

Automatic-Systeme Dreher GmbH is the leading system supplier for automation solutions in the field of forming technology manufacturing processes. DREHER Automation plans, develops and automates forming plants, especially forming presses in the area of sheet metal and solid metal forming. The company is the contact person for innovative automation solutions for a wide variety of forming processes (e. g. cutting, embossing, deep drawing or die-forging).

About the research project SerWiss:

The SME-influenced capital goods industry is facing major challenges due to the increasing internationalisation of the service business. Staff shortages, high process costs and inadequate knowledge management make the service a potential brake on business and economic growth. However, digitalization also creates great potential benefits in the service business. The research project SerWiss is concerned with the development of an integrated approach that enables small and medium-sized suppliers of capital goods to efficiently generate, structure and market service knowledge based on a digital solution approach while ensuring a humane work design.

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