Service SelectVisual ServiceSupport

Remote maintenance 24/7. Mobile. Direct.
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Advanced service simplified: A picture paints a thousand words

Visual ServiceSupport has recently become one of our new data-based services offered by Koenig & Bauer for sheetfed presses. In addition to audio transmission, it enables live videos to be transmitted directly from a mobile device to the hotline technician during remote maintenance.

Visual ServiceSupport is a cutting-edge tool that makes communication much easier for both users and hotline technicians. The hotline technician sees what the press operator or service technician sees on the press. They can be shown processes and procedures live via video and thus gain a quick and comprehensive overview of the situation at the press. This facilitates communication, saves the need for extensive explanations and reduces the risk of misunderstandings compared to a conventional telephone call.

Requirements for the service Visual ServiceSupport

Android or iOS device can be used
Fast internet connection via WIFI or mobile data
We recommend to use a wired headset and to pre-install the “Visual Support” app

Can be used on all mobile devices
Available 24/7
Fastest problem solving through direct communication with a service expert

Communication with added value

But Visual ServiceSupport can do even more: both the technician on site and the hotline technician can apply markings to the still images generated live. These markers help to carry out function checks or settings on the correct part or to record the current status separately close-up. In this way, it can help to limit malfunctions or be used to transfer operating and setting aids.

In addition, the operator or technician at the press can share images from the album on his mobile device with the hotline. These can show certain press behaviour that only occurs sporadically and therefore cannot be picked up on live.

Data security is guaranteed at the same time: The hotline technician can only see the media that has been shared and no other content.

Transferring documents (in this case an excerpt from a maintenance manual)

Extended scope of application

This variety of functions ensures a broader field of application for Visual ServiceSupport. Whereas software, electrical engineering components and press operation can be accessed during classic remote maintenance, Visual ServiceSupport offers the possibility of extending the sphere of remote maintenance to include assistance in the areas of process engineering and mechanics. Visual ServiceSupport can also be used on presses that do not have a remote maintenance connection.

The success rate of classic remote maintenance methods used to date is 80 percent. It is expected to grow even further with Visual ServiceSupport. This means that the scope of services within the remote maintenance contract is increasing and the target group addressed with such contracts is growing. Less information is lost, communication is accelerated and possible language barriers eradicated. Especially as a picture says more than a thousand words.

Visual ServiceSupport example simulation

We have embedded virtual demos in our online program, which are stored at www.figma.com and which can be played directly on our website.

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All communication via the app is guaranteed in your local language.

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