More efficient service processes and less downtime: symmedia Hub x Innosoft – a powerful combination for machine service

The new integration between symmedia Hub and Innosoft Field Service Management provides a consistent digital process for this, from the initial remote diagnosis to the optimally planned dispatch of a technician.

Digital service with the symmedia Hub: the most efficient way to solve problems quickly

Digital collaboration between the operator and the manufacturer ensures fast response times and traceable fault analysis. The symmedia Hub provides the appropriate collaboration tools for this – regardless of whether the machine already has remote access.

Even without a direct connection to the machine, the hub already offers extensive possibilities:

• Structured problem description by the operator via ticket system
• Uploads of images, videos, and documents
• Collaboration on shared whiteboards
• Access to machine history and previous cases
• Technical assessment of which parts, tools, or qualifications will be required

If the machine allows remote access via the symmedia Edge Device, even more comprehensive analyses are possible:

• Evaluation of machine data, statuses, and error messages
• Retrieval of log files and parameters
• Performing secure remote diagnostics and service actions
• Testing initial measures before a technician is even scheduled

This immediate transparency enables problems to be pinpointed more quickly than any on-site visit could.

This preliminary analysis—with or without remote access—enables a central decision to be made:

Can the problem be solved remotely, or is a technician visit necessary?

If a visit is necessary, the technician arrives optimally prepared: with the right parts, tools, and information. This significantly reduces wasted trips and shortens downtime.

Seamless handover to Innosoft Field Management – without any loss of information

If a service case is closed as “unresolved” in the symmedia Hub, the interface automatically generates an Innosoft task with all relevant data, including title, description, machine assignment, and urgency. (Documentation: automatic task creation, including case details and machine assignment)

Remote diagnostics are thus directly incorporated into resource planning. No cases need to be transferred manually, and no details are lost. In the Innosoft Planning Board, the case is immediately visible, clearly prioritized, and can be directly assigned to a suitable technician so that the on-site assignment can be optimally planned.

The added value for manufacturers and operators

• Faster response through remote analysis in the Hub: Problems are understood more quickly and often directly narrowed down or solved immediately.

• Optimally planned technician assignments: The preliminary analysis provides all the information needed for successful assignments on the first visit.

• Significantly reduced downtime: Well-prepared assignments and clear prioritization ensure rapid problem resolution.

• Consistent digital service process: From fault reporting and remote diagnosis to assignment planning, everything runs seamlessly.

Conclusion: A service process that really works

The combination of symmedia Hub and Innosoft Field Management combines fast remote diagnostics, intelligent decision-making, and efficient resource planning.

The result is more efficient processes, better-informed technicians, and significantly reduced downtime in production.

Curious of what symmedia Hub can do for you?
Contact our sales team for more information.

sales@symmedia.de
+49 (0)521 9665 50