The Nottingham-based tool-sharpening specialist Vollmer UK Ltd is now offering direct on-line communication with its help desk via a new ‘Visual Support’ service. Launched before the Covid-19 pandemic, the encrypted video and audio channels can link customers to technicians in real-time, ensuring that they are fully supported regardless of the circumstances.

Live streaming means that the Vollmer help desk and on-site team share the same view of the mechanical and electrical areas of a grinding or erosion machine.

The addition of remote access also provides the company with direct access to the machine, allowing its engineers to identify faults quickly, visually assist with service tasks and respond to application-related questions.

Visual Support is part of the ‘V@dison’ initiative, in which Vollmer is combining its digital solutions for Industry 4.0 and the IoT (Internet of Things). The newly launched live transmission is based on the Oculavis Share service solution.

Vollmer Group CEO Stefan Brand said: “Visual Support not only saves on waiting times but also reduces travel costs — and it can be accessed with a simple click. We opted for Oculavis, as the App is established on the market as a mature system that has won multiple awards.

“The solution is not specific to any one manufacturer; and in addition to being installed on smartphones and tablets, it can also be used with ‘smart glasses’ for hands-free working.”