Fix it in Chile from your own workshop.
Your best technician sees the machine through the customer’s camera and marks the exact bolt to loosen.
Train on the machine itself
X-ray, exploded and tank views, guided procedures, live data — open Panels or Technical data from the edgesPrice it against your own business
Nothing leaves this page until you send itWhere this earns its money
A machine goes down on a customer’s site, hours from your works. Their technician can reach every bolt on it and still not know which one to turn. Today that means a flight, a hotel, and two days of a machine standing still.
Presence puts the person who knows that machine best on the ground beside them — same height, same eyeline, same side of the machine, pointing at the part. The mark stays pinned to it while both of them move around it, so there is never a sentence like “no, the other one”.
How it actually goes
Three moments from the same scene aboveWhat you send us
What you get back
Service travel on supported machines, with faults resolved around twice as fast because the expert is available the same hour.
See the full remote presence scene →Before you commit
The things worth knowing that a sales page usually leaves out.
It needs a connection at the machine, not a good one
A phone on 4G is enough. Marks and audio survive a poor link; live video degrades first and gracefully. Sites with genuinely no signal are the one case this does not solve, and they exist — ask us before you assume otherwise.
Your customer needs a person on site who can hold a tool
This puts your expert beside them; it does not put hands on the machine. If nobody on site can turn a spanner, you are still booking a flight. The economics work when the customer has capable people who lack specific knowledge.
The marks belong to the machine, and stay with it
Every call is logged against that serial number with the marks still pinned to the parts. Two years later, a different technician opens the same machine and starts where the last call finished. That record is yours and exportable.
One expert is still one expert
Presence removes the travel, not the person. If your knowledge sits in one head, this makes that head reachable — it does not duplicate it. Several manufacturers use it as a reason to record procedures properly for the first time.
Tell us the machine and we will send a fixed price, in writing, in a few days — priced against your real figures rather than the working assumptions above.
What a supported machine looks like
The build is per machine type, not per customer, so the second site costs nothing extra to support.
Your machine, marked up once
We build the machine from your CAD and tag the parts your service team actually touches — access panels, sensors, filters, the bolts that always seize. That map is built once and serves every call on that machine type for as long as you sell it.
The customer joins from a phone
No app for them to install and no hardware to ship. Your customer opens a link on a phone or tablet, points the camera at the machine, and your engineer sees what they see. The barrier to a call has to be near zero or it will not be used at three in the morning.
Marks stay on the part
A pointer that drifts is worse than none. Marks are pinned in three dimensions, so when the technician walks round the machine the circle stays on the bolt rather than sliding across the screen. That is the whole technical claim and it is what makes the call faster than a phone.
Every fix leaves a record
The call is logged with its marks still attached to the parts. The next person to open that machine starts where the last call finished, which turns your service history into something more useful than a ticket number and a date.
Where this is the wrong answer
If your machines are all within a few hours’ drive and your service engineers are rarely the bottleneck, this will not save you enough to matter. A van and a good scheduler is cheaper.
It pays when the machine is on another continent, when one or two people hold all the deep knowledge, or when you carry an uptime commitment with a penalty attached.
Questions we get asked
How much does remote service actually save?
On supported machines, service travel typically falls by around 70% and time-to-resolution roughly halves. The travel saving is the obvious one; the faster resolution matters more, because the expert can join within the hour instead of the following week.
Does the customer need special equipment?
No. A phone or tablet with a camera is enough, joined through a link with nothing to install. Your engineer works from a laptop at your works.
What if the site has poor connectivity?
The system degrades rather than fails: marks and annotations still hold when video quality drops, because they are anchored to the machine rather than drawn on the video frame. On sites with no usable signal, remote service is not the right answer.
Can this replace our service engineers?
No, and it should not. It changes what they spend their time on. The routine faults that used to consume a flight get resolved from the workshop, which frees your engineers for the work that genuinely needs hands on the machine.
How many machine types can you support?
As many as you sell. The cost is per machine type, so a manufacturer with four platforms pays for four builds and then supports every unit in the field regardless of how many there are.
What does one service call-out cost today?
Manufacturers we work with put a domestic call-out between €800 and €2,000, and an overseas trip at closer to €3,000 to €6,000 once flights, hotels and lost engineer days are counted. Those are the numbers a remote-service build is measured against.