Remote Services is the Trend

Since the beginning of this year, remote working has slowly become a new development in professional work, and more and more companies are enabling remote working, such as Microsoft and Google, Amazon and Siemens, and even more from temporary, to permanent. Because the demand for remote work has skyrocketed, it has also led to an explosive growth in the demand for products that enable remote work, and the industrial sector, as an industry with a large number of entities, has an urgent need for this, and more importantly, remote handling of equipment problems can significantly improve the response time of equipment services and increase the efficiency of expert work, which is very attractive to many companies and customers.

Studies have shown that remote resolution of equipment problems will produce higher levels of satisfaction, have service possibilities that are not possible over the phone or by email, make engineers more efficient, and save up to 80 percent of commuting time to work, remote service will greatly reduce unplanned downtime and therefore potentially rapid five-figure scale throughput decreases. Evidence shows that many engineers would rather be paid less to perform maintenance and deployment work at home or in a coffee shop, as well as to maintain their ability to communicate with customers, in many cases even better than in the field, and that they consider the vast majority of remote deployments and diagnostics to be timely and of higher quality.

Secure interconnection is the basis for remote services

The implementation of remote services requires a very reliable, fast and secure connection to a secure channel, through which engineers can access the device from anywhere, at any time, to enable code-level troubleshooting. Because of this secure channel, all sensitive information about the device can be transmitted securely, and at a higher level using distributed and edge methods. For the entire product, the standards of IT security and the requirements for IT components are becoming increasingly decisive, and it is important to keep the necessary hardware and software up-to-date at all times.

Advantages of Remote Service

Our research found that more than 30 percent of our customers cited the following 12 benefits as the most obvious for enabling remote services in industry.

reduce costs
Improving the efficiency of employees
Increased return on investment
Enhanced customer experience
Improving competitiveness in the marketplace
Continuous improvement of products
Optimization of experts and use of assets
Improving the continuity of services
Improve brand differentiation
Better supervision of equipment operation
Developing a new revenue model

In the automotive industry and its equipment manufacturing industry, 51% of companies believe that this has helped their business bring about different levels of brand enhancement, especially through an improved customer experience, which has led to a good positive cycle of making their products more competitive in the market. When an equipment manufacturer can offer lower prices as well as faster service, not only does it attract new customers, but existing customers enjoy the convenience of this enhancement even more. This low cost, but can lead to a high use experience pay, by the end users praise. Moreover, quality customers are always willing to pay a small fee to get a better experience in service and after-sales support.

Companies offering remote service products

HMS Network and mGuard from PhoenixContact, Germany, as well as the emerging interconnection of devices, many companies are pushing products for remote service of devices, such as Siemens Remote Service (SRS) from Siemens, ABB Ability from ABB, also for robots. Major companies such as Fanuc's ZDT (Zero Downtime) program, KUKA Robotics' KUKA Connect, Bosch, and others are promoting remote service using self-built or all-other-company partnerships. Emerging industrial internet companies are implementing simpler and highly versatile remote service products that can be used not only to remotely service robots, but also PLCs, industrial computers, cameras, sensors, and many other different devices, in less than 5 minutes and without complex IT knowledge.


Industrial Internet will manufacturing enterprises to improve gradually, step by step so that enterprises through a secure interconnected way to achieve remote service, experience cost reduction, efficiency, supervision in place, bring benefits; let engineers, can better control their work and travel, work and life balance, with less time, do more things, while there is energy to improve their own, get more progress.

As the acceptance of industrial IoT companies grows deeper, products with secure remote service channels, especially with data security in mind, will slowly explode in the industrial automation space over the next few years with the future benefits of interconnection and timely data analysis and response.

In the next installment, I'll share a comparison of the remote service products I've used, including the HMS and mGuard mentioned above, and explain why products like teamviewer are not suitable for equipment manufacturers with core values.