Bosch Introduces New Remote Service Portal

At Achema 2015, Bosch Packaging Technology presented its new Remote Service Portal for the first time. The portal provides a safe data connection between customer machines and Bosch experts to support customers fast and efficiently all over the world. The remote access is for instance suited for machine set-up, the preparation of field service visits, remote diagnostics, troubleshooting in case of machinery downtime, or software updates. With the Remote Service Portal, Bosch Packaging Services has developed a connected industry solution especially for the packaging and processing industry.

“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,” Sandro Gisler, Remote Service Portal owner at Bosch Packaging Services, explained.
“Customers thus receive an even faster service based on state-of-the-art technology combined with highest data security.”

Benefiting from Bosch Expert Knowledge

Via the remote data connection, the Bosch experts can access different machinery control components to receive an overall picture. If required, the remote service allows adapting settings and parameters by accessing the HMI (Human Machine Interface) or machine controls. Customers receive concrete support and advice for machine optimization or troubleshooting. “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,” Gisler said. The remote service is also suited for documentation purposes, such as restoring settings and data after a modernization. “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.”

Focus on Safety

The 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,” Gisler explained. The new Remote Service Portal supports several machine generations. Even equipment from third party suppliers can be integrated into the portal from Bosch. As a consequence, customers receive support for all their lines from the respective machinery supplier based on one single platform, enabling them to sustainably optimize the interaction of software, hardware and operating staff.