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IBM Maximo integrates ViiBE’s live video assistance solution to empower operators with self-service

IBM Maximo integrates ViiBE’s live video assistance solution to empower operators with self-service
The Siliconreview
21 October, 2021

IBM and ViiBE announced a technology partnership today for a remote support solution among operators and experts. With the united solution from IBM Maximo and ViiBE, operators can use Maximo to track maintenance needs and then place a ViiBE call to the right expert with a single click. Within seconds, the best expert for the system in question joins the call to guide the operator in solving the problem.

This joint solution will have widespread impacts across industries, as unplanned downtime costs companies approximately $50 billion each year. About 20.9% of the time lost during these situations is spent traveling to different areas of the facility, and an additional 19.8% is spent waiting for instructions.

This new offer helps field operators better track assets and solve complex problems with their Maximo work orders via a ViiBE call. With ViiBE, operators can contact the appropriate expert in one click, and after a few moments, they will join the call to help the operator figure out how to resolve the issue. Quick and remote troubleshooting reduces machine downtime, eliminates expert travels to worksites, and increases first call resolution rates.

ViiBE visual support integrated into IBM Maximo: technological partnership to improve industrial remote maintenance

The Covid-19 pandemic made it difficult and sometimes impossible for additional experts to travel to worksites to provide assistance. This has had massive implications for the maintenance and life cycle management of industrial plants. As a result, IBM Maximo, an asset management platform, needed to provide a solution that would allow different teams and workers to collaborate live but remotely.

For the past two years, ViiBE has been a member of the Scale Zone, IBM's incubator, that helps create synergies between large companies and startups. Since the relationships had already been established, the extensive technology integration of these solutions was a natural next step.

A strong integration between the European leader in visual assistance and the world leader in CMMS

ViiBE’s plan was always to be able to work seamlessly within its clients' IT ecosystems, a strategy that is highlighted through their IBM MAS (Maximo Application Suite) offer. IBM, meanwhile, has been partnering with more and more technologies to integrate into their platform.

Customers have been requesting new integrations from both ViiBE and IBM at an increasing rate following the impacts of the pandemic. Following integration, customers reap various benefits such as reducing production downtime, improving operator safety on-site, and cutting back on CO2 emissions thanks to reduced travels between worksites. These benefits will multiply as the use of the joint solution scales across the IBM Maximo community.

An agile solution that will improve asset management and empower operator self-service

Operators that use ViiBE and IBM’s solution can access experts for any problem they encounter with a single click thanks to the integrated call routing tool. The expertise categories are based on internal organization and the list of assets that require maintenance. Once all parties have joined the live video call, they have access to various collaborative tools (screen sharing, augmented reality, annotations, document transfer, etc.) so the experts can guide the operator through the resolution process in real-time.

Each work order also contains any documents, photos, messages, and video call interactions used to resolve the issue. These archives organize and save important internal knowledge that can later be used by other operators to reference best practices on how to solve an issue should they find themselves in similar situations. Then, thanks to the intelligence from IBM Watson, ViiBE’s integrated archives can eventually promote operator and employees self-service.

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More information

IBM: The IBM Maximo application suite is a cloud platform enabling the optimization of assets, both to extend their lifecycles and to reduce operational costs and downtime through the use of artificial intelligence, data analytics, and IoT. IBM Maximo helps ensure business continuity and unified operations for companies, even in the face of disruptions or unforeseen events.

ViiBE: Created in 2017, ViiBE is the web-based video assistance and ticket tracking technology designed for technical support, helpdesk, and after-sales services. This WebRTC-based solution connects an expert with an operator through a video call on a smartphone, tablet, or computer, without requiring any download, for an efficient intervention in exactly 3 clicks. The company operates in more than 70 countries worldwide with major accounts such as Total, Air France, SBM Offshore, Allianz Partners, and RATP. Voted best remote assistance solution in Europe by Frost & Sullivan in June 2021, ViiBE integrates with all types of IT ecosystems.