When possible, a customer can be guided to implement a fix themselves, or, in cases necessitating a site visit, an engineer can be dispatched
Domino Printing Sciences has announced the launch of an augmented reality tool, SafeGuard AR, to provide real-time, remote visual support for customers around the world. The application is aimed to strengthen Domino’s service capabilities.
“Uptime and overall equipment efficiency are of the utmost importance to our customers – when unplanned downtime is due to coding and marking equipment, it can be both costly and frustrating for them,” said Eddie Storan, Head of Global Service at Domino. “As coding typically sits towards the end of the production line, a faulty system can have a huge impact through wasted stock and rework, with the added commercial and brand risk of product recalls and punitive fines.”
“We realised the value of AR in enabling our customers to manage both simple and complex cases, reducing the need for in-house skills and competencies,” said Saverio Barbero Lodigiani, Group Service Project Manager at Domino. “With SafeGuard AR, our experts can work with our customers, OEM partners or even Domino service engineers to manage complex installations, check line performance, and – crucially – identify and fix problems with machinery as and when they arise.”
Collaborating with customers in this way allows service engineers to gain understanding of a problem. When possible, a customer can be guided to implement a fix themselves, or, in cases necessitating a site visit, an engineer can be dispatched, understanding the issue and equipped with the necessary materials to rectify the problem.
“At Domino, we are committed to continuously improving our industry-leading expertise to provide fast and efficient support to our customers,” continued Storan. “This is dependent not just on our products and solutions, but also on the quality and technical capability of our global service organisation. With SafeGuard AR in conjunction with Domino Cloud, we are able to offer a higher level of support which in turn provides additional customer value in terms of reduced downtime and improved production efficiency.”
The virtual aspect of the application was particularly useful in overcoming limitations on site visits by service engineers during the global lockdown. Domino is now able to offer the service to customers in all regions.