As a machine manufacturer, MAG, we are familiar with the service scenario from the past in many forms: A customer calls the manufacturer's service and describes their concern. The representative on the phone records the information and interprets it based on their experience. They dispatch a technician with the know-how for the identified task. The trip takes place when a suitable service technician is available. Usually, the customer's concern can be resolved. However, there are also cases where a follow-up appointment with other service technicians is necessary. Alongside many positive customer feedbacks, we also receive critical voices from the customer's perspective. 
Long downtime: The customer expects a technician to be on-site immediately but forgets the necessary time for planning and travel. This leads to perceived significant delays in problem resolution. In reality, machine downtimes last longer than expected. 
High service costs: On-site service visits are expensive due to travel and labor costs. These expenses can add up, especially if frequent maintenance and/or troubleshooting are required. 
No first-time fix: In some cases, the specialist for the service case is not available. If the task could not be fully resolved by the available service personnel and a second service visit is necessary, the second service visit and the resulting delays are viewed negatively. 
Customer dissatisfaction: The combination of longer wait times, higher costs, and potential inefficiencies can lead to dissatisfaction and customer annoyance. 
Reactive service means: 

• Slow response time, as travel activities always need to be organized and carried out
• Service requests can only be resolved "slowly" due to travel time, despite quick response time
• CO2 footprint on the customer and service side is increased by avoidable travel activities
• Travel times are considered downtime, so more qualified service workers need to be recruited
• Service technicians without detailed knowledge of the specific problem at the end customer
• During the warranty period, the manufacturer bears the above-mentioned costs, which are in addition to the actual service deployment, leading to high internal service costs

Three-tier service plan:

• MMM/R: Manage MyMachines / Remote allows an immediate view of the machine. With the "Remote Access" function, i.e., the mirrored HMI screen, the operator on-site can be directly supported. Current machine reactions and error messages can be experienced and understood by the service department of the machine manufacturer. If necessary, a direct servo trace can also be helpful. With the "File Transfer" function, files can be transferred and traceably modified.

• MMM: Manage MyMachines enables long-term recording of machine data. When sporadic errors occur or the machine's behavior over longer periods raises questions, this allows for better analysis and troubleshooting. Counters can also be evaluated, making the machine's operation transparent over different time periods. This way, replacement and wear parts can be exchanged based on usage and preventively.

• AMM/C: Building on the two tools, Analyze MyMachine / Condition can help continuously document the lifecycle of a machine. With the machine knowledge, it is then possible to respond appropriately and carry out preventive maintenance and service.

Machine tools