In an attempt to maintain instantaneous communication with customers and helping them to navigate the new normal, GEA introduced GEA Remote Support, whereby the company’s experts are available via video, which neither requires pre-installing software nor an updated IT infrastructure. GEA offers its customers two new service packages providing different types of remote expert assistance, ensuring availability in every situation without compromising safety and security.
First is the GEA Remote Support Standard Package, which includes GEA expert support and is compatible with mobile devices. This option leverages a video streaming service that ensures the protection of customer data given it uses a closed video network. With this Standard Package, operators can initiate a session from their own production location via email or SMS, which contains a secure link to initiate a video conversation.
This option also allows for sharing imagery back and forth during the conversation, as well as sending descriptions and instructions via the chat function.
The second option is the Eye Wear Package, which includes specially-designed glasses and provides customers with the freedom to communicate with GEA experts while performing tasks. The optimised GEA Remote Eye Wear glasses include an integrated high-resolution camera and microphone, providing several bidirectional functions. By projecting images onto the eye wear screen, repairs, process optimisations or inspections can be carried out immediately.