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Multi-Camera Fieldstreaming Video Support

ADTANCE, an after-sales service technology platform provider for manufacturers, industrial companies and mechanical engineering organizations, offers its ADTANCE Support Module and Fieldstreaming solution that is fully integrated into the ADTANCE Smart Services Platform 4.0.

"The ADTANCE Fieldstreaming solution is the first live remote support software capable of connecting every type of camera to the system, including cameras within smartphones, tablets, computers, security cameras, drones and underwater remote operated vehicles (ROVs)," said a company spokesperson. "Users can live stream views of machines from various angles simultaneously-significantly improving live support, remote training and long-distance collaboration in the field."

"We have seen customer demand for live remote support, training and collaboration skyrocket, in part because of the current COVID-19 challenges, but also due to increasingly complex machines and a shortage of highly skilled technicians," said Nils Arnold, co-founder and CEO of ADTANCE. "Our new ADTANCE Support and Fieldstreaming solution is uniquely suited to address companies' growing set of remote service use cases. Companies want service technicians to be able to view machines from a variety of angles in real time, conduct live remote user training from multiple perspectives and collaborate remotely using multiple cameras. Our new Support Module and Fieldstreaming Solution makes all these use cases possible and simple."

"ADTANCE's Fieldstreaming Solution is a game-changer for us," said Michael Ntagas, Director After Sales Service at Reifenhäuser Group. "Now we are able to build an entire machine 16 m high and get the technical assistance we need 100% remotely. After the machine is built, we can remotely educate and train machine operators; effectively collaborate long distance with our customers to test new mixtures of raw materials running in the machine; and upgrade machines without traveling to the customer site. ADTANCE Support and Fieldstreaming Solution reduces the significant costs and current risks of traveling to customer sites, while increasing the number of customers our highly technical experts can service."

The ADTANCE Support Module also includes the following new capabilities that improve communication and collaboration between service technicians and customers:

  • Expanded support session communications: Users can now start an ADTANCE Support session by sending a message, document or video recording in addition to initiating a session through a video call. Users do not need to download an app, since ADTANCE Support now runs on all browsers and mobile devices. Invitations to sessions can be shared by sending a link without the need to set up a user account.
  • Snapshots during live video stream: Snapshots can be taken at any time during the ADTANCE Support live video stream and users can mark up the video with circles, arrows or pertinent notes. Several people can work on a snapshot within the support session at the same time. A service technician simply sends a request to the field worker and once it is accepted, the system automatically executes a snapshot. Alternatively, users have the option to immediately accept all snapshots for a session prior to starting the video call.
  • Reactivate closed sessions anytime: ADTANCE Support now allows closed sessions to be reactivated and viewed again at any time. The documentation remains in place and participants can be invited back into the session. This saves time and improves customer service.
  • Broad language translation: ADTANCE Support now includes translation for 147 different languages. Users simply select a language, speak then click a button and the system translates their speech into the selected language.

ADTANCE Smart Service Platform 4.0

The ADTANCE Smart Service Platform 4.0 is a centralized platform for digitizing the entire after-sales service lifecycle and encompasses the following modules:

  • ADTANCE Support enables live remote support, inspection and maintenance for customers, utilizing devices such as smart glasses and multi-camera fieldstreaming.
  • ADTANCE Workflow digitizes, analyzes and optimizes all workflows, including everyday processes, such as maintenance instructions.
  • ADTANCE Process Visualization and Monitoring (PVM) monitors the performance of individual machines as well as entire industrial plants.
  • ADTANCE Predictive Maintenance (PM) analyzes and evaluates operational data in real time through the continuous monitoring of machines or the entire production plant using built-in sensors. Machine learning-based analysis offer predictions about potential downtime, as well as warnings if a piece of equipment will require maintenance.
  • ADTANCE Ticketing standardizes entire customer service channels by bundling different channels into one system, including email, telephone, SMS and social media.
  • ADTANCE Document Management (DM) stores all customer service documents centrally, as well as controls the access rights for security and privacy purposes.
  • ADTANCE Parts is a central catalog system to ensure that all spare part information remains centrally located and easily discoverable.

Companies can start with a single ADTANCE software module and build up to the full solution or integrate individual ADTANCE modules into an existing system. The ADTANCE platform also enables companies to exchange data between systems, including competing systems.

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