Remote Service Software: Benefits, Architecture, Features, Integrations

For a manufacturer’s technicians.

• Product search (by product ID, state, type, etc.).
• Product hierarchy arrangement to group devices according to their functions, applicable security policies, etc.
• Setting up and adjusting product operation instructions for customers.
• Handling remote product reboots, resets, diagnostics, and troubleshooting.
• Firmware updates (e.g., to patch security vulnerabilities, enhance product functionality).
• Warranty management of the supplied products (e.g., create a warranty, fulfill warranty).

For the manufacturer and customers.

• For the manufacturer: real-time monitoring dashboards with an integrated view of controlled products, featuring the total number of products, number of product types, product groups.
• For customers: product performance and warranty view.
• Environment condition monitoring (e.g., temperature, humidity).
• Alerts to the manufacturer and the customer on abnormal product behavior (e.g., increased engine temperature) and operation patterns.
• Automated servicing scheduling in case of a detected issue.
• Continuous security monitoring.

For a customer’s technicians, operators, etc.

• Registering a new product.
• Product knowledge hub (product specifications and documentation, product operation instructions).
• Submitting a product servicing ticket in a client app or via contacting the manufacturer’s help desk.
• Tracking a servicing ticket status and notifications on remote servicing start and end.
• Notifications on upcoming product maintenance schedule (e.g., to plan the construction schedule accordingly).

For the manufacturer and customers.

• Real-time analysis of product’s performance data analysis (for technicians on the customer side – data on the customers’ products, for technicians on the manufacturer’s side – all products) and its collection for further advanced analytics.
• Machine learning functionality to identify patterns leading to potential malfunction.
• AI-based identification of options for optimized product utilization (e.g., improve the use of machine capacity, minimize service breaks).
• Customer feedback surveys (on the product, on the remote servicing procedures, etc.)

• Backup of product data (e.g., use history, operation time, operating parameters, operation environment parameters) in the remote servicing system and data recovery.
• End-to-end encryption.
• Multi-factor user authentication.
• Role-based remote product access.
• Tunneling to create a secure connection session with the product.
• Identification of suspicious commands of control apps that may be evidence of a security breach.