Matthews remote care 24x7 service

Matthews’ Lean-focused remote Care 24x7 service offers manufacturers three levels of remote help, including diagnostics. The tiered offering is designed to strengthen the way the company helps customers and enable it to get a customer’s machine back online faster. The Care 24x7 service means Matthews’ technicians do not need to go out to sites, resulting in a quicker resolution and reducing downtime for our customers. It also enables businesses to attain Lean functioning, and reduce what is known as ‘necessary waste’.

IoT enables the company to see a machine’s ‘vital signs’ and optimise its functionality. Technicians can also predict any issues, thereby reducing unplanned stoppages to production lines. The 24x7 help desk and remote diagnostic technical services run locally in Australia, rather than as an overseas help desk. This removes barriers such as language and time zones, and also allows technicians to have a strong understanding of Australian manufacturing conditions.

Of the three tiers, the Essential Care Program acts as a general-purpose choice and is suitable for sites where production lines require an entry level of support. The Complete Care Program supports uptime, risk mitigation and TPM and OEE functions. The top-level Advanced Care Program is suitable for businesses that need the highest level of support to help keep optimising production output. The program offers a site or line-stoppage response and recovery plan and offsite data backup. Having three tiers allows customers to choose how they need Matthews to support their equipment. Customers can choose a one- or three-year membership to each of the three tiers.