Resolve service cases without sending experts on every trip
When machines stop, acceptance tests are waiting or a technician on site needs support, the next travel plan is not what matters most. What matters is the fastest qualified diagnosis. ADTANCE Support brings your experts live to the machine, plant or production line by video - via smart glasses, smartphone, tablet or stationary camera.
For service leaders
Reduce travel effort, escalation times and unplanned downtime without replacing your existing service model.
For technical experts
See live what the technician on site sees, give precise instructions and document the support case in a traceable way.
For customers
Offer faster help, better transparency and a modern digital service experience directly through your customer portal.
Classic on-site service vs. ADTANCE Remote Support
Classic service
- Response depends on travel planning and expert availability.
- High travel and waiting times for international customers.
- Expert knowledge is only available where the expert is physically present.
- Documentation is often created afterwards and remains incomplete.
- Customers experience delay instead of immediate support.
ADTANCE Remote Support
- Experts are connected live as soon as the case occurs.
- Many incidents, acceptance tests and questions can be resolved without travel.
- Several experts can support the same case together.
- Support cases are documented directly in the digital service process.
- Customers receive fast help via smartphone, tablet or smart glasses.
For the decision phase, see the detailed comparison: ADTANCE vs. classic on-site service.
Typical use cases for ADTANCE Support
Incidents and troubleshooting
Technicians on site stream image and sound live to the expert. The expert supports diagnosis, checks and the next working step.
Remote acceptance tests
Run technical acceptance, factory acceptance tests or customer checks remotely and reduce travel and waiting time. More in the use case Remote acceptance / Remote FAT.
Maintenance and inspection
Guide scheduled maintenance, approve work steps and document anomalies directly in the service process.
Training and knowledge transfer
Use support sessions to train employees or customers directly on machines and plants.
Why service organizations use ADTANCE Support
70%
faster maintenance and inspection
60%
less travel expenses
60%
less downtime
100%
contactless operation
Customers already using remote support
Felix Hopfer, ICT LESER: "With ADTANCE Support as a video-based, audio-visual solution, we were able to carry out acceptance processes together with our customers even during the crisis. We also see major advantages for the future that we can offer our customers with this tool."
Features that matter in industrial service
- Live video with smart glasses, smartphone, tablet or PC
- Several experts in one support session
- Use on machines, plants, production lines and service workstations
- Documentation of support cases and results
- Extension with stationary cameras for fieldstreaming
- Combination with digital checklists and ticketing
Fieldstreaming for plants and production lines
With the ADTANCE Fieldstreaming Solution, you monitor machines, plants and production lines via stationary cameras. Experts control viewing angle and zoom remotely and keep critical areas in view without being on site.
Secure remote assistance for sensitive service cases
Support sessions can show sensitive plants, processes or customer data. ADTANCE therefore uses encrypted transmission, controlled access and hosting in Germany or, on request, on your own infrastructure.
Check which service cases you can solve remotely immediately.
In the demo, we show typical processes for incidents, acceptance tests, maintenance and training and jointly evaluate the fastest starting point.
Discuss remote support process
Overview of all Smart Services