2018年3月28日

正常運行時間的最大化

PCB 製造商希望在直接成像 (DI)、自動光學檢測 (AOI)、自動光學成形 (AOS) 和其他關鍵任務的解決方案方面獲得快速有效的服務回應。為了達到問題解決最佳效果,需要實施改善措施之前獲得完整資訊,傳統的客戶支援服務需要依賴長時間的電話交談、來來回回的電子郵件溝通、大文件傳輸和現場進行診斷和狀態觀察。在許多情況下,如果使用到達現場前根據傳統溝通方式所做判斷準備的相關備用零件不能解決問題,就需要另外再緊急安排新的配件到場繼續完成維修。過去,這種延遲還可以被接受的,甚至是被認為是不可避免的。但現在,這種因不能準確判斷問題而做成不必要的設備停機時間會打亂生產計劃,進而導致生產力下降和收入損失的狀況必須得到改善。

借助 Secora (Secure Orbotech Remote Access),維修工程師在出發之前,就可以如同親臨現場一般,瞭解設備的真實狀況和故障的相關細節。Secora是奧寶科技全球諸多忠實客戶使用並認可的安全點對點遠端診斷工具。這是奧寶科技致力於提供快速且專業客戶支援之承諾的一部分。為了確保客戶資訊的安全性,Secora 僅可由客戶端啟動。事實上,在沒有得到客戶提供授權之前奧寶科技是無法連線至客戶的設備。

Secora 讓支援專家得以查看設定和配置檔案,以及當前和過往設備狀態,以便準確和快速高效地發現問題。

2017 年,Secora 取得了巨大成功,幫助奧寶科技為全球客戶提供快速且高效的硬體和軟體客戶支援。在這一年與客戶數千次的 Secora 連接診斷實例中,解決每個上報問題的時間平均為 45 分鐘。與安排現場維修可能需要的數小時甚至數天相比,Secora 的重大優勢顯而易見。憑藉維修時間有效縮短,您的生產線正常運行時間可顯著增加,進而對您的盈利產生積極影響。

Secora 的遠端功能使支援工程師無需前往現場即可解決多種問題。在需要現場訪問的情況下,Secora 也能先期準確診斷問題,確保現場工程師配備解決問題所需的正確備用零件,從而大大提高整個流程效率。

我們的遠端客戶支援團隊憑藉豐富的經驗,成為奧寶科技多樣化產品系列的真正專家。作為日常工作的一部分,我們的團隊持續接受產品培訓和實例檢討,以確保您獲得所需的最佳支援。

2017 年,奧寶科技成功完成了對 Secora 系統整個伺服器端基礎架構的升級。除了提高效能外,新系統還擴展了基礎架構功能,並提高了遠端通訊的連線速度和品質。

奧寶科技致力於為客戶提供最佳的產品體驗,並盡全力提升客戶的正常運行時間。未來,我們計劃進行更多的改進,進一步拓展 Secora 提供的解決方案的範圍。如果您還沒有體驗過我們這一遠端客戶服務解決方案的強大功能,建議您立即聯絡我們的客戶支援團隊,瞭解更多資訊。

PCB 解決方案經理 Ron Kupershtein 

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