Digital Customer Service

Connected via Smart Glasses

Digital Customer Service

Our customers are used to a sunpor expert heading to them by car or plane to provide on-site support when they have questions regarding processing or sampling. Lockdowns threw a spanner in the works here and a solution needed to be found.
How about giving instructions by video via Whats App instead? – “The idea was right, but not the medium,” says Norbert Karner from Product Management. “We need audio-visual contact that is intuitive, that enables the customer to keep both hands free, and where communication is possible even in a noisy machinery room.”

A solution was found together with the Vienna-based start-up company Viewpointsystem: smart glasses that establish a connection with image and sound. What the application engineer at sunpor sees on the screen is the same as what the machine operator at the customer’s site can see. This makes it possible to work through each parameter one after the other on the machine’s control panel, looking at ways to optimise operations and inspecting each work result together.

Supplementing, not replacing

sunpor will send the glasses by express delivery to the customer if they are needed. Various customers have already successfully used the “glasses service”, the positive feedback clearly highlighting the ease at which this system can be used. Norbert Karner sees the smart glasses as a way of supplementing on-site support services. “Using the glasses will continue to be a good additional solution in the future, making it possible to clarify important points quickly while organising the service trip to the customer.” In short, sunpor’s smart glasses are characterised by their flexible availability and practical handling.