Super fast technical service has become a key factor and competitive advantage to guarantee productivity and efficiency for every manufacturing company. Surface Inspection, has recently introduced SI-RA a Remote Assistance Service that allows instant real time access to any of its automatic inspection systems. SI-RA helps the top class customers’ service team, 20+ people strong, to connect to any Flawmaster or Processmaster systems via an Ethernet connection. This allows maintenance people within customers’ factories to service and adjust operating parameters on the fly, directly helped by a Surface Inspection’s engineer when needed. SI-RA carries the following important benefits:

• It allows the service engineer to connect to the inspection system, over Ethernet connection, wherever in the world using remote screen technology (VNC).
• It allows full real time operation thanks to a high speed connection: user and service engineer can both see the screen and make changes to allow cooperative problem solving.
• It can use the existing customers’ factory Internet connection allowing operation via existing factory network infrastructure or by a dedicated broadband if required.
• It offers fast response to problems, no need for an engineer to visit the site.
• It complements telephone support to help with unfamiliar tasks.
• It is easy to install, to configure and operate.
• It provides secure technology using proven standard software and hardware; local IS staff will be immediately familiar with operation.
• It uses customer’s provided VPN – the customer has full control of access and security is guaranteed by a service agreement to safe-guard access and confidentiality of data.

Miguel Fibla, (pictured above) head of customer service for Surface Inspection’s declared: “SI-RA is for us a paradigm shift in the way we operate: our already prompt and excellent customer service has been improved to the point that most issues are now resolved in matter of minutes instead of hours. Our customers can therefore operate with the same efficiency as if one of us was permanently in their premises”.

Stefano Mele, (pictured below) CEO for Nuova Fima Group, added: “this is a major step forward in terms of the services we can offer to our customers and it is in line with the development plan outlined at the end of 2007”.