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New digital tools, remote connections and online support bring a new dimension to field services

Valmet uses several digital tools to connect service experts with customers, as well as with each other.

Digitalization is bringing a completely new dimension to the field services typically conducted on site at customer mills and plants. New digital tools, remote connections and online support from a global expert network are making field services increasingly prompt, cost-effective and easy for the customer.

Remote Field Services make Valmet’s technology and process experts around the world available, regardless of the location or time zone.

We can offer services like troubleshooting and inspections, conduct pre-audits, or simply provide support in daily operations.

“Sometimes travel to the site isn’t considered sustainable – from a time and money perspective. It can also be impossible, as we’ve now seen during ­Covid-19, yet the service need is there. Our advanced remote connections and tools mean we can offer maintenance services like troubleshooting and inspections, conduct pre-audits before scheduled site visits, or simply provide additional support in daily operations as required. With these tools, we offer customers to have easy access to first-class customer service, sustainably and without delay,” Anders Öhrblad, Director, Field Services at Valmet, explains.

Easy access to services

Valmet has a wide service network – more than 120 service centers in 22 countries and more than 1,100 field service experts. We also have a network of eight Performance Centers, which are available 24 hours a day, serving every industry and geographical region. The Performance Centers can support onsite services by utilizing the global expert network.

“Our Performance Centers provide access to the required expertise – whether the challenges are machine-, process- or automation-related. We offer process analysis and optimization services, as well as remote monitoring. The services provided by Performance Centers are available either on demand or as part of a service agreement,” Öhrblad says.

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“We’re developing new services and digital tools to secure an excellent customer experience, both on site and online.”

New digital tools enable real-time access to information and expertise

To secure excellent customer support, Valmet has developed several digital tools to connect service experts with customers, as well as with each other.

Valmet Customer Portal is a unique online space for collaboration between customers and Valmet. It gives access to all Valmet’s online services in an easy-to-use platform.

“The portal gives one-point entry to order, service and project information, documents and the KPI dashboards of the fleet’s performance. The portal also serves as a gateway to spare parts and learning paths, and allows our customers to contact their Valmet team or Performance Centers to get support or share plans and information,” Öhrblad says.

Valmet’s newest digital tool is @Field, a Field Service Management Application that connects Valmet’s more than 1,100 professionals with each other and the Performance Centers.

“@Field unifies how we plan and execute our field services globally. We allocate the best available resources through the app, securing a short response time and excellent customer service – at all times and in all places. The app also serves as a databank that allows us to better predict and advise our customers in preventive maintenance and other services,” Öhrblad explains.

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“We can offer maintenance services like troubleshooting and inspections, conduct pre-audits, or simply provide support in daily operations.”

A Service Agreement with online and remote services

A Service Agreement is an annual agreement between Valmet and the customer. The content of the agreement is designed individually for each site. It can include any services – inspections, troubleshooting, process optimization, remote monitoring or training. The agreement can include both onsite and remote services.

“Demand for remote services is growing all the time. The feedback shows that our customers value the fact that we’re supporting their production process day and night. With Remote Field Services, we also give the same opportunity to the maintenance organization. If unexpected challenges arise, our most experienced professionals are at their disposal without delay through remote collaboration,” Öhrblad says.

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The Performance Centers can support onsite services by utilizing the global expert network.

Toward improved customer experience

Field Services is one of the focus areas of Valmet’s strategy.

We’re developing new services and digital tools to secure an excellent customer experience, both on site and online,” Anders Öhrblad, Director, Field Services at Valmet, explains.

“Our aim is simply to offer the same excellent customer experience globally. We’re establishing a stronger local presence, with improved capacity to support our customers on site. We’re developing new services and digital tools to secure an excellent customer experience, both on site and online. Internally, we’re running a global competence development program that secures the transfer of expertise to future professionals,” gram that secures the transfer of expertise to future professionals,” Öhrblad concludes.

Text Marianne Valta