COVID-19 has changed, maybe even challenged, the ways of working in a profound way. Metso Outotec professionals quickly realized that without travel it will be difficult to support the customers, therefore, it was necessary to find ways to assist them without physically being onto sites.
Internally, Metso Outotec has put IT tools into good use to secure fluent execution of delivery projects and is still exploring new tools and collaboration methods to make everything work even more efficiently despite the physical distances. Metso Outotec is now fully confident in being able to serve and help improve operations while minimizing the need for physical human interaction.
• The global coronavirus pandemic has limited travels to customer sites.
• IT tools, such as augmented reality, video conferencing and customer portal, that help reach customer sites and assist them remotely.
• Experts and operators can work together despite the restriction in traveling.
• Customers can receive assistance quickly and safely.
The Power of Connectivity
Metso Outotec has established tools to provide the field service technicians or site operators and personnel to tap online into the expertise of our global experts utilizing augmented reality and basic video conferencing tools. Using tools with secure real-time cloud communication platforms and video chatting possibility, sharing of drawings and annotations directly in the live feed allows the global experts to provide full support even by not being directly on site.
During the COVID-19 pandemic, there have already been several cases where Metso Outotec global experts have been aiding local installation and commissioning crews using the power of augmentation and connectivity.
Mikael Jafs, Director, Digital Technology in Metals, highlights that it is crucial to maintain the quality of our services, even if they are provided remotely.
“Even in these difficult times we have stayed and are staying committed to supporting our customers in every way possible,” says Mikael. “We’ve tried to rethink the ways we establish value for operators, installation and commissioning crews and aid in continuous improvements remotely.”