Save time, resources and money with our BAUER Remote Service

How did the idea for BAUER Remote Service come about?  

At Parts & Service, we strive to tailor our service to the needs of our customers in the best possible way. To do this, it is necessary to continuously develop new and creative ideas on how we can support our customers even better and to constantly redefine the service concept itself, to think it further and to rethink it. Many years of experience in working with our customers help us in our deliberations. 

Generally speaking, what is the most important thing for customers in connection with our services?  

Our customers are on construction sites all over the world. Providing an international service is therefore essential. As breakdowns lead to delays in the project schedule, and in the worst case even to a standstill, it is important to respond as quickly as possible. Optimal assistance therefore means being available internationally around the clock. 

And what is the difference between remote service and conventional on-site service?  

With our remote service, we reduce downtimes on construction sites even further compared to our already very agile on-site service. And we do this by supporting our customers with digital service in real time on site, but remotely. We offer help, act as point of contact and provide advice if there is a pinch on the construction site due to equipment. The effective thing about this is that we can get a picture of the site ourselves without having to be physically on site. This leaves no room for interpretation when it comes to assessing a problem.

How does this work in practice?  

In the event of a problem, the person responsible on site contacts our service department. But instead of describing the problem to us, whereupon we send a service employee to the construction site, we from the service department connect to the cell phone or tablet of the person responsible and look at the problem together with them directly and in real time. Our experienced employees recognize the problem, find a solution in the shortest possible time and guide the customer step by step on site to fix it. In this way, many problems can be resolved before an on-site service employee has even been able to reach a construction site. 

That sounds like it would offer a whole range of additional benefits?  

Of course it does. Not only does it reduce downtimes, it also cuts service costs significantly in some cases. In many cases, the travel costs alone are eliminated. Which, of course, saves us a considerable amount of CO2 emissions and thus makes an important contribution to sustainability.

And what must not be forgotten: the remote service was extremely helpful especially during the first global corona waves. Despite all the sometimes massive regional or local contact restrictions, we were able to offer many things remotely that normally take place together on site. This went and still goes far beyond simply providing assistance with specific problems. For example, we were able to provide supportive instructions remotely when setting up the devices or even carry out entire device briefings.