Product Spotlight - Wastewater: January 2021

Product Spotlight - Wastewater: January 2021

The COVID-19 pandemic has made travel around the country difficult. But wastewater treatment equipment still needs maintenance, and considering the complicated technology many facilities employ, manufacturers have had to adjust the manner in which they service and provide technical support.

De Nora recently launched a visual assistance platform – VIA – that allows the company to assist their customers with live video support and inspections. 

“The solution doesn’t rely on a customer having a particular skillset or special equipment; a tablet or smartphone is all that’s needed to connect with a De Nora product expert to assist with troubleshooting or making a repair,” says Ben Gilles, Director of Digital Transformation with De Nora. “The platform allows the technicians that would otherwise travel on site to see exactly what the customer sees so issues can be resolved immediately, without travel, reducing travel costs and delays that could increase customer downtime.”

Customers are supported by expert engineers and product experts remotely from their facility. Visual assistance optimizes the communications process, enables more accurate and faster resolutions, and ensures higher customer satisfaction. Through live rich communications via a tablet or smartphone, De Nora experts will use a variety of tools including voice, text, document share, augmented reality and artificial intelligence to guide customers on site through servicing, troubleshooting and startup.

“We understand that not every VIA call will result in instant issue resolution, and that sometimes a site visit will be needed,” says Gilles. “When an on-site call is necessary to resolve an issue, VIA ensures that the on-site technician is well prepared and ready with a solution when they arrive.”

The advantage of this particular solution is that it can be applied across all infrastructure, as it’s not limited to particular technologies or industries. Because municipal wastewater treatment is a vital service, the implications of equipment interruptions are enormous, including public health and safety of the community, as well as plant personnel. So, according to Gilles, this technology is especially valuable in the wastewater treatment industry.

“Remote visual assistance can be used for setup and installation of new facilities, provides faster response times for emergency incidents, and minimizes time on site, which is a crucial benefit in current times,” he says. “Using remote technology such as VIA supports preventive maintenance, too, because service engineers can advise operators remotely on how they can extend optimal operation at the plant.” 281-240-6770; www.denora.com



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