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Customer Story: ABB

Here's how ABB uses SwipeGuide to standardize work from China to Switzerland.

Their innovative products allow customers to optimize operational and energy efficiency and create a cost-effective, sustainable future for a broad range of industries. Dedicated to improving their customers’ user experience, ABB looked to SwipeGuide to bring these same standards of efficiency to the way they capture and distribute knowledge.

In a world where engineers and consumers learn, grow, and work on smartphones and tablets,

ABB has adopted SwipeGuide step-by-step digital work instructions for use with their innovative variable speed drives (VSD) business. Easy to author and intuitive to use, our solution delivers product knowledge on mobile devices to ABB’s customers and own engineers alike. This leads to less waste, lower cost-to-serve, and more satisfied customers around the world.

Intuitive digital work instructions have been implemented in two distinct ways in ABB’s daily operations. Our goal was to integrate the SwipeGuide solution with ABB’s existing systems worldwide to achieve phased scaling with a global impact.

ABB

"My team creates visual guides that are simple to design, fast to deploy, and can be viewed on any device."

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Project Manager

ABB Motion

Internal work instructions.

Maintaining peak operational performance for all ABB variable speed drives is a top priority across their global market. To this end, ABB employs field service engineers (FSE) in over 50 countries who install, commission, and maintain the VSDs.

  • Effortless distribution.

     

    As the front line in providing customer support and maintaining the effectiveness of ABB variable speed drives worldwide, these engineers depend on having correct, up-to-date information at the moment of need. If work instructions are difficult to use, out of date, or inaccessible, it can cause unnecessary and expensive downtime for customers.

  • Field Service Engineering.

    The ABB Drives’ support team uses SwipeGuide’s intuitive and user-friendly interface to  easily create instructions for their engineers. The platform - always up to date and available on any mobile device - allows ABB engineers in the field access to a quick and efficient solution.

    ABB’s intelligent, cloud-connected VSDs (IoT) collect vast amounts of data. This data provides ABB with essential information about the causes of faults in their equipment. For example, VSDs can record data on each specific fault message - including name, code, time, and the date it occurred. Using this information, customers can use the SwipeGuide platform to request the specific and most relevant fix.

     

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"Bringing simplicity into content creation. Fast to learn tool that requires no previous skills on content creation. Good feedback & analytics in-built for collecting user insights."

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Digital Lead

ABB Motion

Installation guides.

for ABB service partners, partner networks, and customers.

The SwipeGuide instruction platform gives ABB’s customers access to a “self-service” step-by-step installation and commissioning guide in a user-friendly public portal available on any device. With these instructions, customers are able to correctly install, troubleshoot, and maintain their VSDs.

ABB and their global partners experience distinct benefits when customers can confidently and safely operate their products:

  • Troubleshooting.
    SwipeGuide empowers users to fix preventable errors and troubleshoot the setup and operation of VSDs. They can spend more time managing urgent and critical problems elsewhere.
  • Satisfied customers.
    Digital work instructions ensure more satisfied customers who have a better working knowledge of their ABB products, and who experience an overall more positive experience operating their machinery.
SwipeGuide has been integrated into the ABB Access App to empower frontline teams worldwide.

Continuous improvement.

Effective and user-friendly work instructions at the moment of need. With the power of continuous improvement and revision.

Learn more
ABB!

For engineers in the field.

FSE provide real-time feedback through the platform to improve instructions and make process easier and more efficient in the future.

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Feedback from customers.

ABB's customers can also leave real-time feedback in end-user instructions on the SwipeGuide platform.

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Custom Instruction Scoring.

Integrated instruction scoring campaigns allow ABB support teams to place custom questions directly into strategic locations within the work instructions.

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All images courtesy of  ABB.