New Liebherr tool to improve remote service

Liebherr expands its digital product portfolio for crawler cranes, deep foundation equipment and marine cranes with the development of a remote service tool.

This improves support through visual feedback, and therefore leads to faster and easier problem solving. As part of an extended trial phase, all customers will have free access to the new app until the end of 2020.

Liebherr has developed a remote service tool that improves assistance through visual feedback, allowing for quicker and easier troubleshooting. Audio and video calls, a chat function, screen sharing, image and document exchange, as well as whiteboard functions are some of the features that have been integrated into the tool. This enables real-time, fast and effective customer service from Liebherr experts worldwide.

Over the past 12 months, Liebherr has tested the tool in remote locations and difficult situations to meet and adapt to customer requirements. During this phase, much experience has been gained and a high level of positive feedback has been received.

External factors such as the current pandemic have shown how indispensable the Remote Service tool can be. In April of this year, Liebherr’s main customer, Adani Murmugao Port Terminal Pvt. Ltd., requested immediate assistance for one of their Liebherr machines; however, on-site assistance was not permitted. Using the Remote Service, Liebherr engineers instructed Adani staff on how to remove the faulty pump, remotely inspected the condition of the gearbox, and then guided site personnel through the installation of the new pump. Manguesh Sangodkar, Head of Engineering at Adani Murmugao Port Terminal Pvt. Ltd. wrote in appreciation for the new tool: “The way you plan work through the Remote Service, Communicating and executing with their highly professional and technically efficient engineering team is excellent. In light of your impeccable services, we would like to continue our partnership with you for years to come. ”

Due to the current worldwide pandemic situation, Liebherr has decided to accelerate the market launch of the Remote Service in terms of an extended test phase. This means that all Liebherr customers now have the opportunity to use the remote service app for free until the end of 2020. All that is needed is a laptop, tablet or smartphone and an internet connection.

In addition to remote service, Liebherr offers a number of digital solutions that greatly facilitate planning, operation and daily service in the workplace. Among others, these include Crane Planner 2.0, the LiDAT fleet and plant management system, the LiDAT smartApp crane data analysis tool, and the online portal MyLiebherr, to name a few.