Ser­vice 4.0 and the ide­al of the trans­pa­rent machine

Ser­vice 4.0 and the ide­al of the trans­pa­rent machine

While the trans­pa­rent human being is a night­ma­re visi­on for every dedi­ca­ted data pro­tec­tio­n­ist, the trans­pa­rent machi­ne is a con­sist­ent­ly desi­ra­ble goal for ser­vice pro­vi­ders. Under the key­word “Ser­vice 4.0”, a new pro­ject is cur­r­ent­ly under­way at one of Innosoft’s cus­to­mers, in which the sys­tem, which up to now main­ly con­sists of Resour­ce Plan­ning and Field Ser­vice Manage­ment, is to be fur­ther expan­ded and equip­ped for future requirements.

As with “Indus­try 4.0”, the idea of “Ser­vice 4.0” also requi­res chan­ges in the cus­to­mer ser­vice pro­ces­ses and a stron­ger inte­gra­ti­on of digi­tal tech­no­lo­gies for the direct con­nec­tion with the cus­to­mers. The new web solu­ti­ons of the Dort­mund soft­ware house Inno­soft play a major role in this. Abo­ve all, the new Cus­to­mer Por­tal offers gre­at oppor­tu­nities to effi­ci­ent­ly explo­it the poten­ti­al ope­ned up by the deve­lo­p­ments of “Indus­try 4.0”, for examp­le through pre­dic­ti­ve main­ten­an­ce and ear­ly detec­tion of pro­blems in order to avoid impen­ding pro­duc­tion inter­rup­ti­ons and to extend the ser­vice life of the sys­tems – thin­king of e.g. “machi­ne learning”.
In order to fur­ther advan­ce the digi­ta­liz­a­ti­on of pro­ces­ses in the sen­se of Indus­try 4.0, Inno­soft hel­ps tog­e­ther with other part­ners to con­nect machi­nes and plants even more clo­se­ly and in detail and to inte­gra­te them into the exis­ting IT envi­ron­ment. When set­ting up the Cus­to­mer Por­tal, the inter­nal and exter­nal Ticket Sys­tem enab­les ticket record­ing around the clock and hel­ps decisi­ve­ly with the digi­ta­liz­a­ti­on of all ser­vice processes.
Via the access por­tal, the cus­to­mer has a clear view of the con­stant­ly updated machi­ne file inclu­ding all pre­vious and upco­m­ing ser­vice acti­vi­ties at all times and can also crea­te tickets inde­pendent­ly in the exter­nal sys­tem. In addi­ti­on, when the machi­ne is direct­ly con­nec­ted to the sys­tem, pre­ven­ti­ve mea­su­res can be plan­ned more spe­ci­fi­cal­ly and ser­vice tickets can even be trig­ge­red auto­ma­ti­cal­ly by means of defi­ned machi­ne messages.

The added value is obvious

The gre­at added value that machi­ne manu­fac­tu­rers can offer their cus­to­mers with the Cus­to­mer Por­tal is obvious: a signi­fi­cant­ly more inten­si­ve rela­ti­ons­hip through even grea­ter pro­xi­mi­ty and trans­pa­ren­cy in the sup­port of the machi­nes they have purcha­sed or ren­ted from them. And so com­pa­nies that can alrea­dy access their pro­duct data via such an exter­nal Ticket Sys­tem are pre­do­mi­nant­ly enthu­si­astic about this direct con­ta­ct with the sup­plier of their machines.
In order to get a clear pic­tu­re of the pos­si­bi­li­ties of the cus­to­mer por­tal, an easi­ly com­pre­hen­si­ble thought game from ever­y­day pri­va­te life can help: If, for examp­le, an auto­mo­bi­le manu­fac­tu­rer were to give its cus­to­mers access to all data on the vehi­cles they have purcha­sed from him, car owners would not only be able to view all main­ten­an­ce and repairs and trace all instal­led parts and optio­nal equipment.
They could also call up data such as mileage for spe­ci­fic peri­ods of time and — using the appro­pria­te soft­ware func­tions — crea­te eva­lua­tions and run simu­la­ti­ons and pre­ven­ti­ve mea­su­res. Even if the vehi­cles were repai­red or main­tai­ned in ano­t­her work­shop and for­eign parts were instal­led, the cus­to­mers could report this and thus ensu­re com­ple­te docu­men­ta­ti­on. As a car owner, you would always have an over­view of the cur­rent sta­tus and could plan ahead.

Auto­ma­ted ticket genera­ti­on when cri­ti­cal machi­ne values are reached

The ima­gi­na­ry sce­n­a­rio beco­mes reality

In the Cus­to­mer Por­tal of Inno­soft the sub­junc­ti­ve beco­mes rea­li­ty. After the log­in, the cus­to­mer can access various func­tions in the por­tal. Bes­i­des the dis­play of past and plan­ned ser­vice calls, the cus­to­mer has a com­pre­hen­si­ve view of his machi­nes, who­se data Inno­soft has taken over from the con­nec­ted ERP sys­tem, inclu­ding the purcha­sed spa­re parts that have been instal­led during the machine’s life. And if the machi­ne its­elf is con­nec­ted to the sys­tem, tickets can be gene­ra­ted auto­ma­ti­cal­ly via a direct­ly addres­sed web ser­vice, for examp­le when a mea­su­red value reaches a cri­ti­cal value.

Rights pro­files for users

An aut­ho­riz­a­ti­on con­cept tailo­red to the requi­re­ments regu­la­tes in detail which user with which rights pro­fi­le may view and/or edit which data of cer­tain machi­nes. In order to que­ry only the most necessa­ry data by the exter­nal users, the input masks can be con­fi­gu­red sepa­r­ate­ly. For examp­le, the exter­nal one can con­tain signi­fi­cant­ly less data than the inter­nal ticket sys­tem. If requi­red, a docu­ment manage­ment sys­tem can also be con­nec­ted. It also makes sen­se to con­nect it to qua­li­ty manage­ment soft­ware to which com­p­laints are trans­fer­red and which can also help to iden­ti­fy defec­ti­ve parts more easi­ly and sort them out in time.

Ever­ything important at a glance in the Inno­soft Dashboard

The Cus­to­mer Por­tal as well as the other web solu­ti­ons of Inno­soft are pro­vi­ded in the cur­rent pro­ject as a cloud app­li­ca­ti­on, but hos­ting in the company’s own IT infra­st­ruc­tu­re is of cour­se also pos­si­ble easi­ly. The data in the cloud is syn­chro­ni­zed via repli­ca­ti­ons with the cen­tral Inno­soft data­ba­se at the customer’s pre­mi­ses. In doing so, the scope of the data is limi­ted so that the com­ple­te data stock does not have to be accessed.

Quick access to the machi­ne file

The end cus­to­mer always has quick and easy access to the machi­ne file and ticket over­view in the Dash­board and the Cus­to­mer Cock­pit. The reac­tions to the new Cus­to­mer Por­tal, that have been expe­ri­en­ced so far, have been con­sist­ent­ly posi­ti­ve, and accep­t­ance is high on both sides of the machi­ne. And even though glass as a mate­ri­al will pro­bab­ly never be the main com­po­nent in machi­ne and plant con­struc­tion, the future pro­mi­ses ser­vice per­son­nel an almost com­ple­te pic­tu­re of the machines.