The instructor in action at ystral
Simplify your workflow, save valuable time, and increase customer satisfaction with digital step-by-step instructions.
Challenge
- Documents are only available in digital form to a limited extent and are not always immediately accessible
- Coordination of service calls is more difficult due to contact restrictions
Solution
- Use of augmented instructors for easy creation of digital workflows
- Central storage of digital instructions in the portal
Result
- 20% time savings
- High customer satisfaction
- Improved document quality
Samantha Tröber, Assistant to the Director of Engineering, ystral gmbh maschinenbau + processtechnik
ystral – 110% MIXING SOLUTIONS / 110% REMOTE SOLUTIONS
ystral is an owner-managed company in the field of mechanical and plant engineering. Its focus is on the design and construction of customized/specialized machinery and equipment. The company is headquartered in Ballrechten-Dottingen in Baden, near the border with France and Switzerland. As a medium-sized company with over 270 employees and subsidiaries in China, India, and Singapore, as well as numerous agencies, ystral is active worldwide. ystral technologies are used by medium-sized companies as well as large corporations.
The challenge
The challenge was to make simple instructions available in digital form, both for customers and employees, worldwide, at any time. Two important changes were shaking up the world of work at that time.
Firstly: the change in work processes resulting from Covid-19, including, for example, contact restrictions and radical limitations on travel opportunities.
Secondly: the growing and strategically important significance of Industry 4.0. ystral has recognized that the digital mapping of workflows is an essential step toward competitiveness.
Until now, company manuals were only available in digital form to a limited extent. Customers also did not have access to them at all times. Since ystral delivers machines worldwide, different time zones must be taken into account when providing customer support. Providing prompt, direct support is a challenging goal. For these reasons, ystral opted for the “instructor” solution.
The goal
The availability of digital workflows should enable ystral customers and employees to carry out maintenance or repair work independently. This requires comprehensive and easy-to-understand instructions. Customers and employees should always have quick and easy access to these instructions. This means that it should no longer be necessary to call out a service technician on site. However, if additional direct support from ystral is required, an expert call can provide assistance with following the digital instructions. The goals here are to conserve resources, improve coordination, and provide fast customer support without delays in service.
The solution
The tepcon solution instructor allows workflows to be created quickly and easily. These are user-friendly in terms of application and administration, as well as being flexible in use. QR codes attached directly to ystral systems allow users to quickly access the relevant instructions. The appropriate hardware (explosion-proof data glasses/tablet) also enables use in ATEX areas (Zone 1/21). The solution includes detailed logging of individual service activities that require feedback or confirmation from service personnel. This allows errors to be analyzed and resolved. In addition, service calls to the various systems can be centrally analyzed and evaluated via the portal.
The result
The joint solution now enables contactless support for service staff and customers. The digital instructions enable problems to be solved in real time. The time required has been reduced by 20%. Another efficiency factor is the savings in travel costs, which is also sustainable and environmentally friendly. Important results include a significant improvement in the quality of company documents and increased customer satisfaction.
Would you like to learn more about the results our digitization solutions can achieve? Our case studies speak for themselves.
