Bosch launches Remote Service Portal

BOSCH Packaging Services has launched its Remote Service Portal demonstrated for the first time at Achema 2015 in Frankfurt.

Aimed at enhancing customer service support, the solution provides a connected industry platform that provides a safe data connection between Bosch experts and customer machines, particularly in the packaging and processing industry. It can be applied in machine set-up, preparation of field service visits, remote diagnostics, troubleshooting in case of machinery downtime, and software updates.  

Bosch experts can use the remote data connection to access different machinery control components to receive an overall picture. The Remote Service Portal can provide customers with concrete support and advice for machine optimization or troubleshooting. It can also adapt settings and parameters by accessing the Human Machine Interface (HMI) or machine controls. It supports documentation such as restoring settings and data after a modernization.

According to Sandro Gisler, Remote Service Portal owner at Bosch Packaging Services, the combination of state-of-the-art technology and highest data security enables faster service to customers.

“Our service technicians have already supported customers via remote service for several years. The new portal now ensures even more efficient processes. The connections are managed, documented, and organized centrally,” said Mr Gisler.

“This not only enables us to make remote diagnoses. We can also put our expertise into practice, for instance in case of unexpected downtime. This allows fast reaction times and saves travel expenses,” he said.

Further, the new Remote Service Portal supports several machine generations. It can integrate equipment from third-party suppliers. This means customers can receive support for all their lines from the respective machinery supplier using a single platform, which in turn optimizes the interaction of software, hardware, and operating staff.

“In future, customers will also benefit from the remote technology as far as predictive maintenance is concerned. By constantly monitoring the condition data of a machine, emergencies can be actively prevented,” said Mr Gisler.

To ensure data security, the new portal features a protected VPN connection and a certificate-based encryption.

“Only authorized Bosch service staff has access to the connection—and only when customers activate it. This ensures that customers have the sovereignty over the connection and their machine data at all times.”