Smart glasses: support reimagined

Mining operations around the world face several bulk handling issues, such as transportation over demanding routes, energy-efficient solutions, storage and homogenization of raw materials, and downtime. Ores, raw salt feeds, waste rock, and overburden pass through various steps from mine to mill. The support system should ensure smooth, economical, and environmentally friendly processing at each stage of materials handling despite extensive transport routes.

When your mine hits a standstill

There is a need to look beyond handling solutions. You need to develop and implement a comprehensive and flexible support program designed to each customer’s individual requirements to maximize operational security and minimize downtime.

A good example is Beumer’s support system which is composed of field service and hotline support systems where mining operations receive assistance 24/7 from highly trained, multi-skilled engineers. Mining operations are often located in remote, desolate locations which make it difficult for them to receive timely on-site support for complex issues. Beyond the impact of location, it is important to recognize how difficult it is for operators to communicate complex issues while under the stress of an impending bottleneck. With downtime having a major impact on your bottom line, the challenge is to deliver the next generation of customer support for even the most remote sites. The latest solution is smart glasses invented by Beumer to transform traditional support systems by providing the quality of in-person technical support, but entirely virtual and at a lower cost stemming from the mine’s investment and downtime.

Support as easy as 1, 2, 3

Smart glasses provide fast and easy support to find the fault and repair it efficiently, ensuring a trouble-free operation. This smart technology gives you immediate access to Beumer’s worldwide service network in three easy steps:

Step 1: Put on your smart glasses.

Step 2: Start the Beumer support app via voice command.

Step 3: Share your service code and pin.

Now, regardless of the geographic location, you have connected to one of Beumer’s global technical support experts via audio and video as they provide direct guidance to your operation’s staff in repairing or responding to the equipment issue. Not only do smart glasses allow you to solve the problem, but they also simplify the process of requesting a technician for a service need. Say goodbye to waiting anxiously for the service technician’s arrival or trying to verbally communicate a dynamic issue. Beumer gives you direct one-on-one support where, together, you and an engineer see the machines and data as you receive precise instructions for getting your operation back online.

“Language barriers or the lack of specialized knowledge are no longer relevant for troubleshooting,” said Christopher Kirsch, Beumer’s director of global innovation. “Together with the user, we can also better validate why the fault occurred based on the recorded images.”

A key attribute of Beumer’s customer support system, for both customer care and smart glasses, is long-term optimization strategies for clients. Beumer analyzes available data to assist plants in understanding why the issue occurred, how to avoid the issue in the future, and how to predict peak time optimization changes based on live data.

Smart glasses technology complements Beumer’s technical support or service contracts around the globe.

Smart solutions: Beyond the buzz

Too often, it seems “smart solution” is merely a buzzword to upsell a product. However, Beumer’s approach to reimagining customer support to a “reduce downtime by looking over the shoulder” style has been implemented in what they call “acid tests.” The tests are long-term implementations with customers in a bevy of industries to determine efficacy and market response to the product. With a worldwide customer service network in place to provide field service from highly skilled technicians and now the ability to remotely identify and provide immediate support, companies can count downtime in minutes instead of hours no matter where they are. 

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