Service Portal Ensures Fast and Easy Contact with Right Machinery Expert

In 2011, five technically leading companies in the field of special machine engineering founded the strategic alliance Excellence United. Bausch+Ströbel, Fette Compacting, Glatt, Harro Höfliger and Uhlmann are cooperating to offer a range of services catering specifically to companies in the pharmaceutical, medical technology and process industries. The alliance covers the entire value chain, from laboratory equipment to the production of clinical samples and pharmaceuticals, up to machines for final packaging.

Excellence United offers customers one-stop turnkey production solutions — a combination of outstanding technologies and international service. To ensure permanent processing safety during pharmaceutical production, Excellence United depends on precise service from engineering experts.

Excellence United’s new service portal provides the customer with access to a network of experts. With an encrypted connection and using the machine controls, contact with a target server at an Excellence United company is made. An engineering expert at the other end of the line is immediately ready for a first diagnosis.

Safety is considered paramount. “Without clearance, nobody can access the machine and the connection is always from the inside out,” explained  Thomas Bunsen, Service Manager at Fette Compacting. If necessary, the Excellence United experts network with each other. “We thus identify which machine is affected in the production line and contact the right expert. The user does not necessarily have to be the one making that decision.”

All in all, this service offers a wide variety of possibilities. For example, detailed maintenance management can be performed via the platform upon request, machine documentation is always up to date (changes are uploaded anew) and there is direct access to the relevant spare parts catalogue.

An additional advantage is that because all five Excellence United companies use the same technical platform, IT experts only have to review and release the portal once. “If you have to release different teleservice portals for each machine, you have many complicated review processes. That is not necessary anymore,” Bunsen confirmed.

Excellence United, +49 7191 501 5081, info@excellence-united.com, www.excellence-united.com.