VisiConsult optimizes customer service by capturing machine data in the field
The X-ray inspection specialist VisiConsult uses a software solution built with Heisenware to shorten diagnostic times and give the service team real-time insight into the global machine fleet.
At a glance
The challenge
For support requests, the causes of reported problems were often unclear. Vague phone reports from customers and missing machine parameters led to time-consuming analyses and potentially extended downtimes.
The solution
A software solution built with Heisenware for the automatic collection and analysis of important machine parameters. A Heisenware Agent on each machine collects CSV files hourly (via MQTTS) and feeds the data into a central service dashboard.
The result
Service technicians immediately receive all necessary information. This shortens the processing time for inquiries, optimizes the service process, and creates a scalable foundation for future, data-driven solutions.
Time-consuming diagnostics and unclear information
To keep downtime as short as possible, quick action on support requests is crucial. Customers frequently reported issues by phone but provided little specific information about the machines and the issues that had occurred.
This made it difficult for the service team to take targeted action. The necessary machine parameters were often missing, which delayed identifying the cause and lengthened response times. Additionally, customer contacts are less and less familiar with the software and equipment, further complicating communication. In many cases, the only option left was to remotely access the control PC—a complex and time-consuming process to analyze and fix the problem.
Automatic data collection and analysis
VisiConsult uses a software solution built with Heisenware for the automatic collection and analysis of important machine parameters.
The solution is a complete end-to-end system:
The Agent: A single, secure Heisenware Agent runs on the controller of each machine. Hourly, data is collected in CSV files and securely transmitted to the cloud via MQTTS. After a successful transmission, the agent deletes the files to prevent duplicate uploads.
The Platform: In the cloud, targeted data processing takes place to populate the service dashboard.
The App: The dashboard provides an overview of all alarms with an acknowledgment option, a live view of the most recently transmitted parameters, and a historical view that allows for targeted machine analysis via a drop-down menu.
With Heisenware, we were able to quickly and easily collect machine data. The analysis of the data in the cloud-based low-code software offers the chance to optimize processes in our customer service and thus increase customer satisfaction. At the same time, the infrastructure we’ve built provides the foundation for further machine data-based solutions.
Why it worked: Key platform benefits
VisiConsult was able to implement this solution quickly thanks to two key platform features:
Simple onboarding of new machines
he Heisenware Agent can be installed on all machines without customization. Thanks to an ID, incoming data is automatically assigned to the correct machine, which makes onboarding extremely simple.
Reliable data transmission:
The agent automatically connects to the cloud and bridges potential offline phases. As soon as the connection is re-established, all missing data is transmitted subsequently, ensuring nothing is lost.
An optimized service process
VisiConsult's service process has been significantly optimized. Service technicians can now access complete and current machine data at any time, which allows for faster identification of problems and the ability to take immediate, targeted action.
The automatic collection and transmission of data reduce manual effort and save valuable time that was previously spent on follow-up questions and searching for details.
Thanks to the simple onboarding, the solution is both scalable and future-proof. Plans are already in place to use the data for other applications or to make it available to customers via dedicated apps.