Over the last few years, the mining industry has grown fast and has made it necessary for Liebherr Mining to develop a workforce of highly skilled technicians in order to keep customer satisfaction at a high level. Tools such as the Dezide Advisor reduce training time for new technicians and simplify the work being done. The strategy was to equip technicians with ergonomic and dynamic tools in order to help them to reduce the MTTR (Mean Time To Repair). Sharing mining knowledge with affiliates and dealers was the first goal in maintaining efficient customer support worldwide.
The project was started as a pilot project more than a year ago and has since moved into a full scale production with many new Dezide Guides added to the system every week that address all kinds of mining excavator issues.
Statement from Dominique Ehrhardt, Group Leader Field Service, Safety and Training
“Dezide’s solution will be used by Liebherr engineers as well as Liebherr factories, resellers and partners in order to structure and optimize the troubleshooting processes associated with possible unscheduled downtime. Thanks to its friendly tactile interface, the software will be available on any hardware as well as laptop, tablet and mobile phones.
The Liebherr Troubleshoot Advisor designed by Dezide enables technicians to find solutions to their problems by following dynamic diagnostics explained with animations, videos and pictures.”
The Liebherr family business was established in 1949 by Hans Liebherr. The great success of his first mobile, easy-to-assemble and affordable tower crane was the foundation on which the company flourished. Today Liebherr is not only one of the world’s leading manufacturers of construction machinery but is also an acknowledged supplier of technically innovative user-oriented products and services in numerous other fields. The company has now grown into a Group with approximately 38,000 employees in more than 130 companies across all continents.
The decentrally organized Liebherr Group is divided into company units of manageable size, operating independently. This is to ensure proximity to the customer and the ability to respond flexibly to market signals in global competition. Operative management of the production and sales companies for the individual product segments is in the hands of divisional control companies. The Group now encompasses ten product divisions. The Liebherr Group’s holding company is Liebherr-International AG in Bulle, Switzerland, which is entirely owned by members of the Liebherr family. The family business is currently being managed in the second generation by Dr. h.c. Isolde Liebherr and her brother Dr. h.c. Willi Liebherr. Sophie Albrecht, Jan Liebherr, Patricia Rüf and Stéfanie Wohlfarth have been actively involved in the management of individual divisions as representatives of the third generation since 2012 in order to help set the company’s course for the future.
Dezide is the leading provider of intelligent knowledge management systems to optimize customer service processes, based on guided troubleshooting workflows. Our solution works across a range of platforms (online, offline, mobile, apps, etc.) and provides a central knowledge base for many channels. Our guided troubleshooting technology is dynamic, flexible and self-learning – and can automate processes by importing data pertaining to the customer or the status of the failing product, system or service.
Dezide has customers in Europe, the US, Asia and the Middle-East and headquarters in Denmark.
See more at http://www.dezide.com.
Facts about the Dezide solution
Dezide’s technology is called Bayesian networks and is a modern type of artificial intelligence where probabilities of root causes and potential solutions are continually calculated based on information collected from the user and external systems in an automated manner (sensor data, alarm codes, customer data, etc.). This information is then used to suggest an optimized sequence of questions and solutions that reduce time and cost as much as possible. The system is capable of learning over time and improves itself automatically as it learns about typical causes of problems and the most relevant solutions.