News story

Liebherr rolls out ‘virtual’ support

Wednesday, 1 July 2020 ( #981 ) - Nenzing, Austria
Liebherr's Remote Service tool
Liebherr's Remote Service tool
Liebherr has developed a Remote Service tool which will be helpful for clients still in lockdown. The service tool incorporates audio and video calls, a chat function, screen sharing, image and document exchange, as well as whiteboarding functions to enable real-time, fast and effective customer support from Liebherr experts worldwide. Throughout the last 12 months, Liebherr has tested the tool in remote locations and challenging situations in order to meet and adapt to customer requirements. During this phase, a lot of experience was gained and a high level of positive feedback received. External factors such as the current pandemic have proven how indispensable the Remote Service tool can be. In April this year, Liebherr customer Adani Murmugao Port Terminal required immediate assistance for one of their Liebherr machines, but it was not possible to send technicians to the site. Using Remote Service, Liebherr engineers instructed the Adani staff how to remove a defective pump, inspected the condition of the gearbox remotely, and then guided the site staff through the installation of the new pump. Due to the current pandemic situation worldwide, Liebherr has decided to accelerate the market launch of Remote Service with an extended test phase. This means all Liebherr customers now have the opportunity to use the Remote Service App free of charge until the end of 2020.