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

Connected Support – Maximized Machine Utilization Rates

Reliable machines and optimized service concepts guarantee maximum performance with minimal operating costs.

High machine utilization rates pay tangible dividends. Users who maximize their machine utilization rates directly increase the profitability of their 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, standardized procedures, and data-driven decisions on the basis of available machine data. The result: shorter idle times, higher efficiency, and maximized 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 service technicians in these three key operational areas. Through the use of the RICO Manager by Wirtgen Group personnel, customers benefit from illustrative animations that can be displayed on 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 standardization and process reliability during user training. All steps are digitally documented, making the days of confusing stacks of printed documents a thing of the past and ensuring that processes are completely transparent. Because: immediately after the machine is handed over, both service partners and customers receive a signed digital copy of the machine handover report.

Regular Maintenance Assures Faultless Machine Functionality

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

The Maintenance Manager is the application 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 utilization 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 required parts. A notification function, for example, by e-mail or as an overview in the Maintenance Manager, ensures that customers will not forget scheduled 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, the RICO Manager provides support with detailed digital reports on inspections and the work performed. This ensures that the machine is always in faultless 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 Analysis

One of the things that makes this possible is the display of an error code. To identify the problem, the John Deere Operations Center™ can be used to view and analyze the fault live and exactly when it occurs. Location data and the work history provide additional information that can point 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 in the John Deere Operations Center™ assists with the redirection of resources when short-term compensation for a machine failure is required. Meanwhile, 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 standardized and centralized provision of up-to-date service and maintenance instructions, spare parts information, manuals, bulletins, and much more. When 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 support is required. With Expert Assist, customers and service technicians can communicate instantaneously with one another independent of their current locations and solve problems together remotely. We offer you live-support for machine operating, troubleshooting, or exchanging spare parts, and also help you find solutions for complex technical problems. This saves you time and money and gets your machines back on the job as soon as possible.

The Advantages of Expert Assist

  • Global remote support for machine operators, technicians, and service personnel provided by 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 application-relevant advice
  • Immediate support without lost time through travel

Ideal Support 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 quick as we can. Our service network of more than 700 service points around the world ensures that the specialist you need is never far away. If all of this is not enough, a dense global service network ensures that on-site assistance is available quickly – for maximum operational readiness and consistently faultless machine operation.

Find your local Wirtgen Group contact
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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 digitalization in the road construction and minerals processing sectors.

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