Service cases, including processing status, various ordering options for spare parts and punching and bending tools, 24 hours a day, 7 days a week, plus the latest software updates at any time, individualized training offers and bundled information about the machinery. These are just some of the offers that registered users of the MyTRUMPF online platform can use. For Matthias Wittsack, this is a clear advantage over the usual service offers from most machine manufacturers: "With MyTRUMPF, we not only save valuable time, but also benefit from a continuous flow of information. This transparency is very important in 3-shift operation."
He was particularly impressed by the service app, which can be used to create reports about machine problems around the clock. "We immediately receive suggestions for so-called technical guides that explain error messages and offer self-help assistance. This means that our maintenance staff have been able to fix 80 percent of all problems without the need for a technician," estimates Wittsack. All reported cases are transparently listed in the app. If a service engineer was on site for a problem after all, the respective maintenance and repair reports are recorded both in MyTRUMPF and in the app. This way, all machine errors can be traced at any time. This helps to find sustainable solutions or to provide a faster response next time.
Software updates can also be easily downloaded online from MyTRUMPF – whenever it is most convenient. The same applies to programming data for punching and bending tools," explains Wittsack. "Previously, the data was provided on flash drives, which first had to be released by IT for security reasons. It was time-consuming, but those days are long gone."
The E-Shops on MyTRUMPF ensure flexibility. "It is possible to order spare parts and tools around the clock," says Wittsack. "When I need a bending or punching tool, informative catalogs and intuitive user guidance help me with the search." Matthias Wittsack has created a favorites list for ordering consumables in the spare parts e-shop, thus he can reorder – without searching – at any time with the touch of a button. The order history, shipment tracking and paperless invoicing are a matter of course, providing transparency for everyone involved.