The digitalization of the service business as the basis for future viability in mechanical and plant engineering.
“Service Digitalization 4.0 – From reactive to proactive service” – this was the headline of the Web-Erfa “Innovation in Service”, which focused on the digitalization of the service business. In the age of Industry 4.0, service digitalization is seen as one of the key foundations for the future viability of a machine and plant manufacturer. This is because it not only offers the opportunity to strengthen customer relationships and achieve competitive advantages through differentiated services. The digitalization of the service business also provides valuable insights with regard to product improvements and sales arguments. In addition, the service business with its high margins also offers a stable source of revenue. A plus that should not be underestimated in times of crisis like these!
The Web-Erfa offered a best-practice example of how the digitalized service business can work with the presentation of the cooperation between the Bielefeld-based software developer/manufacturer Synctive GmbH and Munters Reventa GmbH, a manufacturer of ventilation systems. Ralph Hebsacker, Head of Lean and Project Management Office Munters Reventa GmbH), reported on the goal-oriented collaboration with Synctive. After the initial contact in August 2023, the objectives were specified in October 2023, followed by the kick-off of the project in November. “Integration with manageable effort could be used to describe the further path to machine networking with Synctive,” said Hebsacker. Albert Gorlick, Managing Director of Synctive GmbH, added how the relevant data points in the machine control system were identified with the Munters Reventa technicians, forming the basis for data mapping for each machine model to create a “dictionary” for translation between the Munters machines and the Synctive platform. Hebsacker and Gorlick explained: ‘The Synctive IoT gateway is connected to the Ethernet port of the machine controller and the edge software on the gateway recognizes the machine model, authenticates the machine and establishes an automatic connection with the platform. The machine data is then visible in the dashboard. The two speakers outlined examples of use cases for the platform: Accelerated error analysis, performance analysis for customers, data-based product development. From this, Gorlick derived these data-based benefits for customer support throughout the product life cycle: In terms of product management, data-based product development; from a sales perspective, precise needs assessment; and in terms of the service business, a direct and proactive relationship with customers.
Gorlick summarized the most important added values for Munters Reventa and its customers as follows: Product management: data history as a learning curve for product improvement, verification of device effectiveness. Sales: Data-based support in sales talks, reminder service for ordering spare parts. Service: Short-term troubleshooting possible, overlaying data points and deriving malfunctions, online optimization of parameters, provision of data for authorities, online customer training.
The final discussion revealed a great deal of openness among the specialists and managers who are responsible for innovation, service and digitalization to use digitalization solutions to make the service business more efficient.
Organizer
The event was organized by ProduktionNRW. ProduktionNRW is the cluster for mechanical engineering and production technology in North Rhine-Westphalia and is organized by VDMA NRW. ProduktionNRW sees itself as a platform for networking, informing and marketing companies, institutions and networks with each other and along the value chain. Significant parts of the services provided by ProduktionNRW are funded by the Ministry of Economic Affairs, Industry, Climate Protection and Energy of the State of North Rhine-Westphalia.