Warehouse automation supplier, Knapp has launched a video-based troubleshooting service for its customers. Available as an addition to any service contract, Knapp’s KiSoft Web Eye allows live, bi-directional video and voice transmission to identify and resolve service issues at the customer’s site. Wearing the fully mobile kit, a client employee or a Knapp engineer can transmit live images and sound from the actual location of any problem to Knapp’s customer
service experts at the company’s headquarters in Graz, Austria. This 24-hour service uses WLAN technology to connect with the customer network and allows hand-drawn sketches, videos or instructions to be sent quickly and easily, directly to the operator’s display on-site.
Ebb Kretschmer, head of customer services for Knapp UK, comments: “KiSoft Web Eye is a really clever piece of kit that results in clearer communication of service problems and, consequently, much faster
resolution of any issues. As well as being used for real-time scenarios, the equipment can also be used for long-term monitoring. With the record function, users can perform time-delayed analyses that help to pinpoint trouble spots.”