Liebherr with XpertAssist for Real-Time Remote Support

Liebherr expands its existing remote service app and elevates its service to the next level. XpertAssist is not just an audio-video connection, but combines remote maintenance and traditional technical expertise with a range of technical tools to provide customers with even better support. The new service is available for crawler cranes, special deep foundation machines, and maritime cranes.

(Nenzing/Rostock) Liebherr has further developed its remote service offering to better support its customers. XpertAssist is based on an annual subscription and combines several service tools to provide additional benefits, such as a reduction in the average repair time and thus costs. Liebherr experts offer fast and effective real-time support worldwide, as well as second-level backup support with OEM. Higher availability, longer lifespan, and reduced service costs are the benefits for every machine registered for XpertAssist.

A New Era of Service

After the success of the remote service tool introduced last year, Liebherr has further expanded its remote offering, taking its service to the next level. XpertAssist combines real-time expert advice from experienced technicians with a wide range of technical aids via an audiovisual connection. Thanks to immediate qualified fault analysis and online troubleshooting with step-by-step instructions, assistance can be maximized and on-site visits minimized. Necessary on-site appointments are prepared as efficiently as possible through audio-video calls to define requirements in advance, thus increasing the ‘first-time fix rate’. A follow-up discussion via audio-video conference to explain the work done or to discuss possible findings is an integral part of this new product. The average repair time is reduced by up to 50%, and service costs are lowered by up to 20% per year.

Service at the Next Level

XpertAssist includes proactive maintenance recommendations and reports on individual machines or entire fleets, such as safety reports or machine and engine utilization. The interactive performance review and advice on preventive maintenance ensure high machine availability and early budget planning. Service technicians typically spend up to 45% of their time just traveling to and from the site, which is time-consuming and costly for all involved. Thanks to XpertAssist, the availability of experts is increased by eliminating unnecessary travel, allowing them to spend more time on their primary task – taking care of customers. Less travel, less CO2 emissions – the environment also benefits from the reduced carbon footprint. An increasingly important factor in today’s world. Recent experiences in the Middle East show how crucial fast and efficient technology is when projects are thousands of kilometers away from the base. “For our company, which conducts all activities and projects outside its home country, Turkey, such remote service is perfect,” explains Levent EKMEKÇİOĞLU, managing director of rem engineering, construction and trade co. ltd. He adds: “The support was provided by Liebherr remotely in Jordan, without any travel or accommodation costs and without time delays. The problem was resolved immediately to our complete satisfaction, and we are very grateful for this comprehensive support.”

Small Investment, Great Benefit

All that is needed for XpertAssist is an annual subscription, which is available for each individual machine or for entire fleets. Optionally, Liebherr offers a high-quality, ready-to-use pre-installed tablet (LiTAB) that enables, among other things, digital machine documentation, easy process data download, and remote monitoring of operations. For more information, please contact the global Liebherr service partner network and visit the website at XpertAssist.
Photo: © Liebherr