VMI launches global remote monitoring service centres

Epe, The Netherlands – Dutch tire building machinery maker VMI has launched a trio of remote-monitoring technical support centres to provide consistent service to customers globally.

In a 9 Sept statement, the company said the three helpdesk units in Yantai, Shandong province, China; Epe, The Netherlands and Stow, Ohio; will use identical technology to ensure “complete consistency at all times.”

The centres are based on the “Asset Management” platform, which enables technicians to carry out remote monitoring, access the complete corporate knowledge of VMI’s engineering teams, and respond with the appropriate solutions.

“We understand that regardless of the location, customers need fast access to the best advice in support of key business priorities,” said Erik Lapre, VMI VP global services.

For instance, he said, customers want to ensure that production is not interrupted, or avoid quality issues such as excessive waste.

“The fastest way to deliver this support is through remote service centres,” he added.

According to Lapre, the centres can offer ‘best insights’ and ‘practical advice’ to customers to bring their operations back on track.

The Asset Management platform enables new insights and experiences to be added to the database immediately.

Engineers can then collaborate with the customer to look at machine performance levels at the site, “right down to individual machine and component level.”

They can also review the service standards required, KPIs and all agreement details at the same time.

With customer permission, VMI said it is also able to carry out reviews at regular intervals and “proactively offer guidance and advice” to enhance asset performance.

“Customers are rightly insistent on high levels of security assurance where data is concerned,” said Mike Norman, VMI chief commercial officer.

The solution, he said, is designed for fast response to customer needs, “with all monitoring and data access carried out within strict, pre-agreed limits.”