A mechanic wearing Expert-Assist VR glasses while working on a machine

Connected Support – maximised machine utilisation rates

Reliable machines and optimised service concepts guarantee highest performance with lowest operating costs

High machine utilisation rates pay tangible dividends. The maximisation of machine utilisation rates directly increases the profitability of users’ projects. Decisive factors here are rapid responses to operational disruptions and intelligently scheduled maintenance windows that do not slow down construction progress. The result: higher productivity, fewer unplanned downtimes and sustainable value retention of your machines. Connected Support connects machines, people and digital services to create a seamless support experience throughout the entire life cycle. From commissioning to maintenance, diagnostics and fast problem solving, Connected Support enables process transparency, standardisation of procedures and data-driven decisions on the basis of available machine data. The result: minimisation of idle times, higher efficiency and maximised operational readiness – backed up by digital tools, connected services and a strong global service network.

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Calculation of service costs
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Rapid identification and rectification of problems
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Act before problems arise

Everything begins with good onboarding.

The life-cycle of a machine begins with the onboarding or commissioning process.

RICO Manager software activated on a smartphone

RICO Manager stands for Rentals, Inspections and Commissioning and assists our technicians in the following three key areas. Through the use of the RICO Manager by Wirtgen Group personnel, customers benefit from illustrative animations that can be displayed onboard the machine during the onboarding process to help them understand how the machine works and make it easier to get started. At the same time, technicians are guided by a digital process that leads to a high degree of standardisation and process reliability during user training. All steps are digitally documented, making the days of stacks of confusing printed documents a thing of the past and ensuring that processes are completely transparent. This is because both service partners and customers receive a signed digital copy of the machine handover report immediately after the machine is handed over.

Regular maintenance ensures perfectly functioning machines

The next phase in a machine’s life cycle focuses on maintenance.

The Maintenance Manager is the app for maintenance and servicing management in the John Deere Operations Center™. It helps users to centrally plan, monitor and document preventive maintenance work. For this, it draws on and concatenates machine utilisation data, manufacturers’ recommended servicing intervals and the maintenance history to assure the long-term operational readiness and functional integrity of the machine.

The maintenance overview is displayed on the PC monitor screen

Option-specific maintenance schedules can also be created in the Maintenance Manager. The service kits required for this and their availability in the Parts Shop are directly integrated into the maintenance plans, making it easier to procure the parts required. A notification function, for example, by email or as an overview in the Maintenance Manager, ensures that customers will not forget upcoming maintenance work. Maintenance work is also planned and documented in digital form: parts are procured on the basis of stored maintenance schedules, work steps are checked off and signed and relevant attachments such as photos can be easily uploaded.

Service technician with a spare part in a workshop with construction equipment standing in the background

The Wirtgen Group also offers regular wear part inspections in the course of maintenance activities. Machine-specific wear part inspections are conducted regularly to assess the condition of the machine, ensuring trouble-free and productive operation and to identify the appropriate wear parts for immediate reordering. Here, too, the RICO Manager provides support with detailed digital reports on inspections and the work carried out as a result. This ensures that the machine is always in perfect condition and guarantees sustained value retention.

Swiftly back to work

If a problem arises despite a regularly maintained and serviced machine, the motto we live by is ‘Swiftly back to work’.

Fast fault diagnosis

One of the things that makes this possible is the display of a corresponding error code. To track down the fault, the John Deere Operations Center™ can be used to view and analyse the fault in real-time and determine exactly when it occurs. Location data and the work history provide additional information that can give pointers to the possible causes of a fault. This will allow appropriate steps to be taken to quickly get the machine back into working order. Thanks to this information, service technicians will arrive at the project site ideally prepared to begin the necessary repairs immediately whenever a service call-out is required.

The transparent overview of machine data helps in the search for solutions

Fleet Management via the John Deere Operations Center™ provides assistance with the redirection of resources when short-term compensation for a machine failure is required. In the meantime, the Wirtgen Documentation System, in short WIDOS, enables users to gain a deeper understanding of technical concepts – for example, by reviewing technical drawings, instruction manuals, or parts lists. WIDOS serves as a central tool for the standardised and centralised provision of up-to-the-minute service and maintenance instructions, spare parts information, manuals, bulletins and much more. As soon as the required parts have been identified, the Wirtgen Group Parts Shop makes it possible to quickly and easily place orders and ensures rapid delivery of the necessary spare parts.

Live support via Expert Assist

Customers can take advantage of Expert Assist when immediate assistance is required. With Expert Assist, customers and service technicians can communicate with one another in real-time independent of their current locations and solve problems together remotely. We offer you live-support for machine operating, troubleshooting or exchanging spare parts and help to find solutions for complex technical problems. This saves you time and money and gets your machines back on the job as quickly as possible.

The advantages of Expert Assist

  • Worldwide remote support for machine operators, technicians and service personnel from Wirtgen Group experts
  • Use of cutting-edge hardware for video conferencing with visual interaction
  • Uncomplicated troubleshooting and resolution of even the most complex technical issues
  • Ideal for advice on applications
  • Immediate support without time lost through travel

Ideal support, also on your project site

We’re always there, wherever and whenever you need us!

If you’re stuck for a solution, we get help to you as quickly as we can. With more than 700 service points around the world, our service network ensures that the specialist you need is never far away. If all this isn’t enough, a dense worldwide service network ensures that on-site assistance is rapidly available to ensure maximum operational readiness and consistently faultless operation of your machines.

Find your local Wirtgen Group contact partner
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Your partner for a digital future

With its extensive portfolio of applications and solutions, the WIRTGEN GROUP is always at your side – at every step of the way towards greater efficiency, sustainability and increased digitalisation in the areas of road construction and minerals processing.

Interested? We would be pleased to provide more detailed information.