Smart service customer portal ready to release at K-2019

Smart service customer portal…

Sumitomo (SHI) Demag Plastics Machinery will release its myConnect web-based software solution at K-2019, providing customers with a central platform to access a wide range of fully-connected support services. 

For several years now Sumitomo (SHI) Demag has been developing its digital capabilities that enable moulders to collect data to assist with internal production logistics, quality and efficiency. All of these R&D efforts have culminated in myConnect. The modular system opens up access to a full range of online services designed to assist production managers to better manage inefficiencies, reduce costs, improve Total Cost of Ownership, troubleshoot and resolve equipment issues and minimise machine downtime.

Visitors to the Sumitomo (SHI) Demag booth at K-2019 will be able to use connected terminals to see first-hand how myConnect will enhance customer service and be a launchpad for future data-driven efficiency improvements.   

Andreas Holzer, Director Customer Service at Sumitomo (SHI) Demag comments: “Not only have our moulding technologies advanced to a level that delivers fast cycle times, unparalleled process stability and market-leading energy efficiency, now we can offer customers end-to-end processing traceability and the ability to monitor and reconcile data from numerous machine sources. 

“Machine uptime, productivity, traceability and decision making can all be enhanced by deploying real time visibility. In addition to enhancing customer service response times, this seamless connectivity will be integral to future productivity in moulding facilities worldwide,” adds Andreas.

The innovative and secure myConnect service package comprises five modules. 

For quick resolution of an issue, operators can use mySupport to request expert assistance. The Sumitmo (SHI) Demag central service team can connect directly and securely to individual machines, analyse the issues and suggest immediate solutions.  As well as increasing first time fix rates, it prevents extended periods of machine downtime waiting for an engineer call-out when the issue could have been resolved in a matter of minutes. 

At the touch of a button, machine operators can call up documention associated with each machine. Because myDocumentation connects directly to the central service department, the system automatically  checks and issues the most recently updated documentation. From an operational perspective, this provides assurance that customers are acting upon the very latest guidance. It also puts an end to cross checking multiple versions of the same print out manual.

Spare parts can now be ordered online via myPartsShop. To maximise efficiency and prevent the wrong parts being selected, catalogues are personalised to each Sumitomo (SHI) Demag machine. Ordered parts are typically dispatched to customers on the same day.

Additonally, the service package includes a myConnectApp, allowing customers to track production from any location. For increased traceability, a record of all key events is recorded in myLifeCycleLog.

Additional modules currently in development and coming soon include myProduction - enabling production managers to monitor the status of machines company and network-wide; myMaintenance, providing oversight for all maintenance and service activities; and mySelfService for online support using smart glasses. As a result of myConnect’s modular design, other productivity-driven features can easily be introduced in 2020 to further enhance Sumitmo (SHI) Demag’s service support experience.

myConnect offers moulders real-time visability, documentation and remote diagnostics.