Beumer Smart Glasses bring customer support on-site

Germany-based Beumer Group, which manufactures packing line equipment, has developed a digital answer to helping customers off-site.

Although the service seems to be an answer to many complications raised by the COVID-19 pandemic, the company developed Beumer Smart Glasses long before the pandemic.

The company, which has a U.S. office in Somerset, N.J. (Beumer Corp. USA), developed Beumer Smart Glasses, which allow users to virtually meet customer service technicians. The Smart Glasses were tested with customers before the pandemic, from October 2018 to January 2019, accordign to a news release.

"With the Beumer Smart Glasses, our customers can get in live contact with our service experts anywhere and at any time," Christopher Kirsch, team leader of BG.Evolution, a company spinoff that developed the technology, said in a news release. 

Problems in packinghouses could result in production bottlenecks, and while Beumer sends technicians for on-site visits, trouble shooting can also be done via Beumer Smart Glasses. Technicians can give instructions and display relevant information in the customers’ field of vision. The service is available around the clock, all week long.

"Language barriers or the lack of specialised knowledge are no longer relevant for trouble shooting," Kirsch said in the e-mail. "Together with the user, we can also better validate why the fault occurred based on the recorded images." 

The glasses can be added to comprehensive Beumer custom support packages, according to the release.