As robot deployments grow in scale, so does the need for support. Vention today announced the release of Remote Support, which it said provides manufacturers on-demand, high-priority support from its Customer Success Team.
Customers can access the new release through Vention's third-generation pendant technology, which includes a double built-in camera, voice streaming, screen sharing, Wi-Fi connectivity, and a touchscreen display.
“As industrial automation is being democratized, the emerging class of practitioners are expecting the same level of customer service they receive from their favorite B2C [business-to-consumer] companies,” said Etienne Lacroix, CEO of Vention. “We are talking minutes to initiate a customer support intervention with full contextual awareness of the equipment hardware and software.”
Customer experience is key
As customer expectations are rapidly rising in terms of assistance, the introduction of Remote Support became a natural evolution of the cloud-based Vention Manufacturing Automation Platform (MAP), said the company.
Upon initiating a support call with Vention, the customer success team will gain full awareness of the machine, from the hardware and firmware versions and the real-time I/O state to the program running on Vention’s MachineMotion controller. This ensures that user guidance will be efficient and timely, said the company.
Vention claimed that its customer success team provides above 96% in terms of responses within the promised time. With more than 16,000 equipment pieces already deployed, the company asserted that it consistently achieves a net promoter score above 75.
Vention cited the following features and technical advancements in Pendant V3 that will allow manufacturers to benefit from the Remote Support
experience:
- Users can connect to Vention’s Customer Success Team in under 10 minutes for unlimited troubleshooting and fast issue resolution.
- The 13-in. pendant includes built-in front and back-facing cameras, Wi-Fi connectivity, human-machine interface (HMI) screen sharing, voice streaming, chat functionality, and a touchscreen display.
- Vention’s Customer Success Team can access detailed machine configuration and programs to implement instant changes.
- Customers can reduce equipment downtime, upkeep costs, and servicing lead time while improving productivity with efficient troubleshooting and problem resolution.
Vention to unveil Remote Support at Automate
Vention said it plans to show Remote Support live at Automate, which will be from May 22 to 25 at the Huntington Place convention center in Detroit. Attendees can visit Booth 4818 to “experience world-class remote support from the team democratizing industrial automation,” said the company.
Vention will also have six demonstrations, including:
- Palletizing with a Doosan H2017 collaborative robot
- Box erector with a Doosan M1013
- Seventh axis with a UR10 cobot from Universal Robots
- Machine-tending cart with a FANUC CRX10
- Two-axis demonstration of Vention’s digital twin deployment with MachineCloud
Montreal-based Vention said it can help “innovative manufacturers automate their production floors in just a few days through a democratized user experience.” The company added that its digital platform allows clients to design, automate, order, and deploy automated equipment directly from their Web browsers.
Vention said its 360 employees serve more than 3,000 customers on five continents and 25 manufacturing sectors. It opened its first Vention Experience Center in Montreal last month.
The company, which has offices in Berlin and Boston, has received recognition including the Deloitte 2022 Technology Fast 50m, the Report on Business Canada’s top growing company, and a Best Work Place for professional development.
Editor's note: For more about Automate 2023, visit Robotics 24/7's special coverage page.
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