The service centre of Hamilton AG was challenged to increase the availability, performance and lifetime of its high-performance systems while at the same time improving the service for customers. The prerequisite for resolving this conflict between reduced costs on the one hand and improved customer service on the other was to optimise communication between human operator and machine.
The customer
Hamilton is a multinational company with subsidiaries in Reno Nevada, Franklin Massachusetts and Bonaduz (Switzerland). The company is a market leader in the design and manufacture of automated pipetting systems for use in laboratories engaged in medical or biochemical investigations. Customers who invest in a high-performance system from Hamilton expect a high degree of quality, availability and precision from the company.
The task
Hamilton's requirement was to provide service technicians with proactive access to their assigned systems and to provide end customers with relevant information for improving the scheduling of their machines.
The solution
The focus was on the main areas of transfer, syntax analysis and log data analysis. Data security was given absolute priority. Consequently, care was also taken to maintain a clear separation of the IT systems.
After the information has been collected, it is analysed by an expert system with configurable criteria. If a critical pattern is detected, the system generates an alarm and the service technician responsible will be informed by email. Further steps are then planned in coordination with the customer.
“Thanks to the professional expertise and creativity of the Solve team, we succeeded in developing an innovative product to market maturity within the planned time and cost budget. The flexible and rapid response to our wishes was fully in accordance with our requirements.”
Lutz Ankes
Head Product Support
HAMILTON Bonaduz AG
