Photo Supplied by BW Papersystems

Librestream would like to extend congratulations to our customer BW Papersystems (BWP) for winning first place for “Most Effective Technology Deployment To Increase Service Levels” at the Field Service Europe Best-in-Class awards.

BWP is a global organization serving many customers worldwide in the paper converting, folio/cut size sheeting, passports, packaging and RFID industries.

In 2016, BWP deployed Onsight across their field teams to help bring their skills + experience = expertise vision to life. We nominated them for their use of Onsight and are thrilled to see them recognized for their successful deployment.

BWP’s skills + experience = expertise vision combines the skills of their field technicians with the experience of experts to create the expertise needed to get the job done. With the use of Onsight, this is one of the ways they are leveraging their field service team and bringing that vision to life.

“Our main goal is to provide a high level of service to our customers by bridging the experience of our experts with the skills of our technicians,” says Dustin Mataczynski, FS Site Leader – Phillips, BWP.

One of the use cases highlighted in the award submission was about a late-night service call.

During a late-night service call, a BWP technician came across a problem with a failed component that was limiting the ability to remotely connect to the machine. The technician onsite was not familiar with the tasks necessary to repair the network connection, which prompted a remote troubleshooting session utilizing the Onsight software to efficiently resolve the issues without deploying a second representative. This virtual troubleshooting session saved time and money for BWP. More importantly, Onsight saved costly downtime for the customer and helped BWP earn their trust and secure BWP’s future as a preferred equipment supplier

“Since implementing Onsight, we have realized cost savings in many areas. The real benefit of serving our customers on a higher level and providing an instant solution to a problem is the greatest benefit that BWP has seen,” says Mataczynski.

To learn more about video enabling your service teams visit our Video-Enabled Service page or contact us.

Written by Dave Baxter, Director of Sales, Midwest for Librestream