Maximizing the Value of your TechConnect Support Agreement
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Transcript of Maximizing the Value of your TechConnect Support Agreement
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
PUBLIC INFORMATION
TechConnectSM Support
Your trusted resource for knowledge and support
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Are You Prepared for Tomorrow?
“Between 2010 and 2012, the cost per hour of downtime increased, on
average, by 65%.” (“The Cost of Downtime is Rising”, Dick Csaplar - Aberdeen Group)
“The difficult economy can drive broad cuts in maintenance. This causes
expensive reactive activities to displace preventive tasks at an increasing
rate, leading to a downward spiral in capability. Instead, [manufacturers
should] optimize without compromising capability.” (2010 Mobility for Asset Management Worldwide Outlook report, Ralph Rio - ARC Advisory Group)
An estimated 10 million jobs with manufacturing organizations cannot be
filled today due to a growing skills gap. (“The Future of Manufacturing Opportunities to Drive Economic Growth,” World Economic Forum)
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Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Trends That Impact Support
Lack of expertise, especially on older equipment
Reduced number of internal engineering, maintenance and IT staff
Decline in control systems knowledge
Increase in control system complexity
Lack of higher level, internal support on 2nd and 3rd shifts
Issues are more urgent due to interoperability of the products
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
TechConnect Support Value
Optimize control system performance
Improve Overall Equipment Effectiveness (OEE)
Product coverage at every stage of life, from
current to legacy equipment and software
Normalize control system expertise at the plant
Assist in reducing maintenance time and costs
We’re here to help no matter what your question – not just when you’re down!
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Software Maintenance – Extend functionality and improve your users’ experience
– Download updates or request media shipments
– Receive replacement media in case of emergency
Comprehensive Online Support – View an archive of answers and solutions cultivated from actual support cases in our
Knowledgebase
– Submit question online or chat live with our highly trained technical support engineers
– Manage your telephone and online interactions, product notifications and favorite content
– Effectively manage training needs/budget and improve employee performance with Training Advisor
Real-Time Telephone Support – Connect real-time in your local language with specialists who can help install and
configure, troubleshoot or diagnose to expedite resolution on complex technical issues.
– Remote desktop troubleshooting, surveillance, diagnostics and administration
– Leverage support when you need it, 24x7x365
What Is TechConnect Support?
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
TechConnect Support Program
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Receive real-time support from engineers via live chat and
phone. Consider this team an extra team of engineers for
your facility.
Product Support
Product Support includes:
– Access to Training Advisor
– Software maintenance to deliver important in both digital and hardcopy formats
– Remote desktop troubleshooting
“Engineering answered my question and went above and beyond what was asked for and prevented other issues from occurring.”
Greg Critton, Business Development NS Controls
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Receive all the benefits of Product Support, but with
one point of contact. For every call or ticket opened,
a single engineer will walk you through the entire
process to get your questions answered quickly.
System Support
Product Support includes:
– Access to our remote access and alarming options
– Live genius webinars covering popular technical automation topics with the opportunity to ask questions and interact with presenters
“Genius webinars help fill in gaps in my skill set. They provide more in-depth instructions on a narrow topics.”
Stan Cook, Advanced Manufacturing Engineer Honeywell
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Our most comprehensive, flexible and tailored support
offering. We can build you a service package that fits
the exact needs of your operations and actively
minimize downtime events.
Application Support
Application Support includes:
– Designated team trained specifically on your systems
– Support tailored to your application
– Surveillance, alarming and data archiving
– Application-level administration
– Site-specific knowledge management
“The (Application Support) service is critical in helping us avoid equipment and product damage. The support we get from the staff is phenomenal. It’s like having someone continuously standing over your shoulder, constantly pointing out potential problems and then letting you know how to correct them.”
Ron Mahan, Plant Engineer
Centria
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Self-Assist Support gives you important tools to enable
your maintenance staff to support your facilities.
Self-Assist Support
Self-Assist Support includes:
– Software updates downloads
– Access to our online Knowledgebase, which offers the ability to submit questions and an archive of answers, forums to interact with peers and video tutorials
“The Support Center is well-organized and a wealth of information. I mainly use the Knowledgebase, access manuals, tech notes and possible hardware configurations for our systems.”
Brian Vanis, Senior Instrumentation & Controls Engineer
Rentech Boiler Systems Inc.
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Accomplish Your Business Goals
Service Level
Application Support System Support Product Support Self-Assist Support
Customer
Rajesh, Owner/OEM
Kai, Process Engineer
Howard, Support Engineer
Jerry, Maintenance Engineer
Goals
• Build and ship three machines
per week
• Continually improves
processes
• Ensure customer
specifications are met to keep
satisfaction high
• Implement programs to
increase efficiency and lower
lifecycle costs
• Develop, apply capital
improvement projects
• Ensure smooth production
processes
• Provide professional
execution and timely
delivery
• Maintain high customer
satisfaction
• Promote teamwork to
improve quality
• Reduce unplanned
maintenance, failures
• Improve production up
time
• Increase machinery
lifespan
• Ensure safe work
environment
Outcome
“Rockwell Automation designated
a unique team of support
engineers to partner with and
support my application. After
visiting my site and becoming
familiar with my application, they
were able to identify potential
problems that would have caused
downtime. Because of these
improvements, I have been able
to continue steady production
and meet the my expectations
and the expectations of my
customers.”
“ When I need assistance, I work
with a dedicated, single point of
contact who owns my tickets
from start to finish. Every month,
I’m invited to participate in a
webinar to learn the best
practices for using particular
products and technologies.
These features have allowed me
to better implement process
improvements with no
disruptions to our business
processes.”
“Having training advisor
included with TechConnect
has been a key for me. I’ve
been able to utilize it to
identify where knowledge
gaps exist on the
maintenance staff and help
determine where we should
invest our training dollars.
It’s allowed us to be more
strategic and drive quality.”
“I’m able to support our
line by myself, but having
access to online tools and
software downloads have
made me more efficient.
The archive of questions
and answers have been
key to me because I’ve
found many of the
challenges I have
encountered have been
addressed!”
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Global Support – 24x7x365
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Availability – Global Customer Support Center
network provides help anywhere in the world with real-time response levels – 24x7x365
People – 350+ technical support specialists
with in-depth product knowledge and industry experience
– 11+ years average industrial automation experience
Process/Technology – State-of-the-art call
management system
– Fully-equipped workstations and in-cube labs to simulate your problem and solve it quickly
– Over $10M in hardware and software infrastructure
• Training – Annual training program to maintain and
build competency
– Technical training in product disciplines
– Third Party Training
• Microsoft (over 300 Microsoft certifications)
• Encompass Partners
Who Will Help Me?
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. 14
Maximize Your TechConnect Experience
Leverage the following online support tools to get the most out of your support agreement
Training Advisor - Assess employee
competency - Generate training
strategy - Receive maximum
return on training investment
Genius Webinars - In-depth webinars
on technical topics
- Interact with presenter
- View or download archived sessions
Support Center - Archived questions
and answers - Interactive forums - Submit questions
online - Live chat
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Rockwell Automation Support Center
Online Tutorials (A user account is required to view these videos)
A user account is required to view these videos. Sign up now, it’s free!
Get the most out of the Support Center!
Create an Account
Search for Answers
Use Interactive Forums
Submit Questions Online
Chat Live with an Engineer
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. 16
“Speed up the authentication process … Too much time is taken to identify the caller”
System attempts to identify you via
Caller ID
Call routed based on your identity
If Caller ID search does not find you
the system now prompts you for:
TechConnect Customer –
Authorization Number
Rockwell Automation Employee –
eight digit employee ID
Rockwell Automation Distributor –
SAP Business Partner ID (BPID)
New Telephone System – What’s Different?
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
New Telephone System – What’s Different?
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“The long, long quantity of menu selections on the phone dial in is ridiculous, need to streamline…”
Custom menu based on contract
Eliminated redundant selections
Fewer options to listen to and
buttons to press to access an
engineer
Fewer buttons to press for access to
features such as direct dial and
previous ticket routing
Menu order is based on both product
installed base and call volume
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
New Telephone System – What’s Different?
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“I tried to telephone but gave up after being on
hold for over 5 minutes.”
Our Average Speed of Answer is 2 minutes
30 seconds but we do experience longer
wait times at peak hours
Call-Back assist option allows you to hold
your place in line and receive an automated
call back
You are free to use your time effectively until
the system calls you back
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
New Telephone System – What’s Different?
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“The phone call in system asks for a ticket number but the engineer had to re-enter it because the system did not give that info to the engineer”
Once the system has identified you, our engineers will know your:
Phone Number (Caller ID)
Authorization Number
Number of Sites
Company Name
Contract Type and Hours
Menu options selected
Ticket Number (if entered)
Many more…
No need to repeat information
More time spent resolving technical issue
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
PUBLIC INFORMATION
TechConnectSM Support
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Additional Information
Support Center Demo
Application Support
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Get Support Now Page
The First Time You Visit the Page, You Need to Select Your Region From the Simple Drop-Down Menu
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Get Support Now Page
By Selecting a Different Region, You Will Get Country-Specific Information (Such as Local Phone Numbers)
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Get Support Now Page
Once a Region is Selected, You can Access the Knowledgebase as well as Many Other Support Tools These can also be accessed directly from ab.com and the soon to be redone rockwellautiomation.com page
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Rockwell Automation Support Center
New Layout incorporates a “Home” Screen
• Tabs across top show all features available regardless of contract status
Helpful support links along the side
Useful links to other Rockwell Automation Services
Clear area to Log In or Sign Up For a new Support Center Account
Convert the Entire Support Center into other languages (more planned)
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Support Center Home Page
Easy to Read Tabs/Buttons Along Top • Shows All Available Features to All Users • Some Features Require a Contract • Easy Navigation
Once Logged In Your Name and Company Are Clearly Displayed
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
If you do Not Have an Account, Click on “Sign Up”
Creating An Account
Enter in Required information Including Your TechConnect Authorization Number For Complete Access
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Click on “Search Knowledgebase” You can limit your search in many ways
Searching the Knowlegdebase
Type in Question As You’d Ask Over the Phone
Returns Results based on keywords, Frequency of Use and Rating of the Document. Those Returned First Will have the Highest Relevance to Your Question.
Results also returned from the User Forums
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Convert the Tech Note into Other Languages
You Can Rate the Usefulness of the Tech Note and Offer Improvements
Find The Answer ID Number
Find Information About Access Level, Creation Date and Update Date
Information Available in the Answers
You Can Find other Related Answers And Previously Viewed Answers
You Can “Print”, “Email” or “Add to Your Favorites”
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
User Forums
Click on the “Explore Forums” Tab/Button to Access User Forums
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
User Forums
Area to See Usage Statistics
User Forums are Fully Searchable
Forum Discussion Boards Sorted by Products
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
User Forums
Users Can Post Questions for Others to Respond To
See different discussion thread topics
See how many posts are on a question And how often it’s been viewed
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
User Forums
Just Like Any Forum Site • User Posts a Questions • Other Users Reply with Comments
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Click on “Submit a Question” Tab/Button
Submitting Online Questions (email support)
Attach Up to a 20Mb File
Click “Continue”
Simply Type in a Subject Line and Your Question as Completely As Possible
Choose Product from Simple Drop Down Menu
Before Your Question is Submitted The Knowledgebase does One Last Search
Click “Finish Submitting Question”
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Click on the “Chat Live” Tab/Button
Chat Live
Select Product to Chat On from Drop Down Menu
Click “Submit Request”
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Chat Live
This will Launch a Chat Window. While You Wait You Can Continue to Search the Knowledgebase.
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Respond Here
Our Engineer will Initiate the Chat
Chat Live
When Our Engineer is Responding the Status Will Change
Have Conversation Online!
Users Can Attach Files
Live Links can be Sent Back and Forth
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
The “Find My Stuff” Tab/Button
The “My Stuff” Area is the User’s Personal Area of the Knowledgebase
Click on the “My Stuff” Tab/Button
Find Information Such As: • Your TechConnect Support Agreement • All your Chat Transcripts • All your Telephone Service Tickets • Sign Up for Notifications and Find Your Favorite Answers
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
TechConnect Support Agreements
Here You Will Find Details On Your Specific TechConnect Contract Including Service Levels and Expiration Dates. You Also Have Access to Your Personalized, Electronic Welcome Kit.
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Questions/Chats
The Second Section is the “Questions/Chats” Section
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
This Section will Store All Online Chat and Feedback Requests for Future Reference
Chats and Feedbacks
The Complete Discussion Thread, along with any links or attachments, is saved and accessible for future use.
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
This Section will Store All Telephone Service Tickets and Email Questions with all the Ticket Notes. These Update Every 12 Hours.
Telephone Service Tickets
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Notifications/Favorite Answers
The Fourth Section is the “Notifications/Favorite Answers” Section
Answers Designated as “Favorites” are Stored Here – Creating Your Own Private Library of Useful Answers
Users Can Also Sign up for Proactive Notifications Here
To Sign Up For Proactive Notifications Simply Choose a Product or Category From the Drop Down Menu and Select the Button
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Weekly Email Notifications
You Will Receive a Weekly Consolidated Emails with Links to All the Tech Notes Created or Updated for the Products and Categories You Signed up For
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Downloading Software Updates
www.rockwellautomation.com/support
– Unified Registrations Login Required
– TechConnect Support Agreement Required
Select Product by description or catalog number
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Qualifying for Software Download
Qualify for an Update – Registered User Information
(Name under which the software is registered)
– Software Serial Number
(From the original disks)
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Additional Information
Support Center Demo
Application Support
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
You May Be Interested in Application Support if You:
Have critical applications that could shut down the rest of your plant
Run process lines where down time presents high cost, e.g., drive system
or process applications
Want to monitor control system infrastructure health, manufacturing
networks or critical tags
Have a heavy concentration of our equipment in your facility
Lack internal expertise on parts of an application
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
What Do I Get With Application Support?
Site visit
• Gather documentation, code familiarization
• Designated support team becomes intimately familiar with your system
Real-time application-level support with engineers who average >15 years of experience
Dedicated telephone and email
Periodic performance reviews
“Rockwell Automation designated a unique team of support engineers to partner with and support my application. After visiting my site and becoming familiar with my application, they were able to identify potential problems that would have caused downtime. Because of these improvements, I have been able to continue steady production and meet the my expectations and the expectations of my customers.”
–Rajesh, Owner/OEM
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Monitor System-Critical Data Points Securely for Faster Issue Resolution
Surveillance and Alarming & Data Archiving Options
Scalable device and process monitoring and alarming at our facility or
remotely
Monitor system-critical data points 24x7
Send alarm notifications to your facility or ours via text or email
Access to historical data for troubleshooting
Secure remote connection
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Capture and Manage Employee Knowledge
Knowledge Management Option
Custom Knowledgebase using your terminology
Online database that only you can access
Site-specific, searchable Knowledgebase
Capture employee knowledge, service ticket history, tech notes and
documentation you specify
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Prepare for Emergencies and Field Service
Administration Option
Store all your critical application files
Global disaster recovery solution for PLC programs
Audit modifications for accountability
Receive patch and update recommendations for optimal
performance
Bundled field service call-out
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Application Support Areas of Focus
Standard Integrated Architecture Customers – US 132 sites, Canada 29
sites, EMEA 54 sites
– Application Support
– Whole plant or part of the machine
Drive Systems-Centric Applications (Pulp & Paper, Metals, Glass) – 17 sites
– Surveillance and Alarming & Data Archiving Options
– Drive and industry experts
Advanced Manufacturing Networks – 52 sites
– Application Support with Surveillance and Alarming Option
– Monitoring control network switches and infrastructure
MES/FactoryTalk ProductionCentre – 10 Sites
– Product and Application Support
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Application Support by Industry
High-Volume Distribution Centers
– Remote support and small performance enhancement project support.
– Automation, HMI and MES interface Support
Food and Beverage
– Cheese Plant 1
• Advanced Network Support for critical control network
• 24x7x365 continuous monitoring and remediation of critical control network
• Management of the configuration, lifecycle, additions/deletions to the customer infrastructure, extended warranty,
assignment of IP addresses, opening and closing of ports
– Global Food Company 2
• Global support for their middleware software application
• FactoryTalk ProductionCentre support and server monitoring
Mining
– Global Support for Automation, HMI and corporate Asset Center
Oil and Gas
– Automation, HMI and Drives
Paper and Steel
– Continuous 24x7x365 monitoring of drives systems and data archiving
Pharma
– Support for HMI and Automation
Medical Device Company
– Reactive Support for Automation and HMI
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
Updates to Process Line Expose Workforce Knowledge Gap at Cheese Plant
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SU
LTS
CUSTOMER CHALLENGE DELIVERED SOLUTION
Developed workforce knowledge of batch applications
Consistency in product quality
Improved accuracy in inventory management
Savings of $200,000 per year on additional batch maintenance labor
Upgraded their process control system to
FactoryTalk Batch and internal staff were not familiar
with batch applications
Inconsistencies in product quality and inventory
Documenting all service tickets in a custom
knowledgebase for the employees to reference
Troubleshooting arising issues quickly to avoid
downtime
Recommending equipment upgrades for process and
quality improvements
Performing frequent calibrations by our engineer to
ensure consistency
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
We care what you think!
On the mobile app:
1. Locate session using
Schedule or Agenda Builder
2. Click on the thumbs up icon on
the lower right corner of the
session detail
3. Complete survey
4. Click the Submit Form button
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Please take a couple minutes to complete a quick session survey to tell us how we’re doing.
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Thank you!!
Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.
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Thank You.
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