BMO Automation: 90% of machine troubleshooting is done remotely

BMO Automation already used Teamviewer, a remote desktop access solution that allows you to control computer screens remotely. Rick explains why it was time to take remote access a step further: “We noticed that we wanted more insight into our system. To not just look at what’s happening on the screen, but also in the robot, in the security systems and in any safety control systems.” This would give BMO the opportunity to not just solve problems for their customers, but to help them with many other questions.

The search for a remote access solution started when BMO asked themselves how they could speed up their ability to help customers with questions, issues and innovations. “That eventually led to the realization that VPN remote support would be the best solution,” says Rick.

In the end, BMO Automation found out about IXON through their network. “We compared several different solutions, its qualities and the costs. IXON simply came out on top,” Rick declares. Remote access solutions are usually very similar and can be difficult to compare. Yet, BMO had several reasons for choosing to partner with IXON. The first deciding factor was the webportal, which is easy to use for both employees at the office and those on-site. They no longer have to depend on installed software and are always able to gain access via their laptop, tablet or phone.

Secondly, they liked the general layout of the cloud solution. “The Dutch servers that IXON uses, apply the desired high quality requirements,” Rick explains. BMO has large customers in its portfolio, who have strict security requirements. The third benefit was the fact that it’s not necessary to take out a subscription.

Finally, Rick mentions the importance of the fitting partner- ship with IXON. “IXON wants to stay ahead of the curve, and you can tell. We try to do that as well in our field of CNC automation, it’s what attracted us to IXON.”

BMO standardly integrates the IXrouter in its machines. Consequently they can solve a significant amount of issues by simply setting up a VPN connection via the cloud. “Before we set up a connection, we always give the customer a call to ask for permission. We will only login to the machine after the customer has agreed.” Unfortunately, not all issues can be resolved remotely. Why not? Rick explains: “This has to do with the physical security check which sometimes needs to be performed on the robot.

A key benefit of using IXON is that we can now check from the office where the issue is taking place and which component is defect. This way we can provide our service engineers with the right tools and components, to swiftly fix the customer’s problem.”

• Remote access has allowed BMO Automation to improve its efficiency. Now, 90% of machine issues are resolved remotely.

• • Faster service for customers with questions and issues Wait times have disappeared
  • VPN remote support
  • Less unplanned downtime
  • Clear and easy insight