Above: A new HMI interface – EVORIS Control – has increased the data being displayed for customers . Photo: 4k overview display
Connect, the service, support and spare parts platform that succeeds the existing MyDieffenbacher applications. Being fully integrated within the EVORIS architecture, users can switch to and from Connect at the click of a button. “Plant operators may reach a point where
they have a complexquestion or problem for which Dieffenbacher’s expertise is required, a certain part is broken and maintenance teams need to order a replacement, or purchasers want to find the status of their shipment, he said. “That’s why we have EVORIS Connect
– to address all the different roles in our customer’s organisation and make their daily work easier.” Connect features a Support Messenger – which allows customers to open a ticket wherever there is a problem. It is visible and tracked for the whole organisation. The Support Messenger works like WhatsApp, combining the ease of a chat with industrial requirements. “In the first step the customer would be
able to discuss a problem internally utilizing their teams’ expertise. Whenever our customer does not know how to proceed, they can forward the ticket to us by one click and then our technicians take over. “This helps accelerate troubleshooting because our team can scroll up and see what approaches have previously been made. The customer on the other hand doesn’t have to get on the phone and explain everything from the beginning again.”
With Dieffenbacher production lines all
over the world, language could be a potential hindrance to support with some non-English speakers, but the Support Messenger automatically translates customer messages to the reader’s language, providing instant two-way understanding.
The Support Messenger was developed together with a third party, but
Dieffenbacher has ownership over the platform developed and has been built in a way where it can now take it over. “The MyDieffenbacher system had a former
version of the messenger, which was liked by customers, but was yet separate from EVORIS. That hence meant two systems and two different logins, explained Mr Henties. “We took feedback from our customers
and completely redeveloped it, so it is EVORIS compatible while further improving the user experience. If I have a problem at the machine, I can take a photo and send a message right away, which helps build this bridge from the shopfloor to the service world provided by Dieffenbacher.” Everything available on MyDieffenbacher has been completely integrated in EVORIS Connect, including the spare parts catalogue. Not only is Dieffenbacher taking inspiration from widely adopted tools like WhatsApp, but also platforms like Amazon with their transparency in shipping and product information. “Customers can see what they ordered, when was it shipped, and their invoice. We asked ourselves: why should the experience our customers enjoy with the tools they use in their private lives be any different with us? “You can keep track of orders, the status of the order, and get more detail on the order such as a delivery date. We are doing this to increase the transparency.” Field Service logs of when a Dieffenbacher
technician will visit a customer and the ability to download their reports after the visit are available at a touch of the button. In addition, customers can select individual machinery in their line and select spare parts for it, or view support tickets and event request a technicians visit. “At the beginning of the process we had a lot of discussions about who our customers are in specific and what their specific needs are.” A year long process followed of
designing the architecture to be easy to use and navigate for them. Obviously, having a human connection with a name at the end of a phone is still important, with dedicated customer support managers available for strategic and complex issues. Customers are currently being transitioned from MyDieffenbacher over to EVORIS Connect. The new platform is free of charge, except for the optional 24/7 remote support contract facility, which includes the Support Messenger. Lastly, how will EVORIS develop in the future? Mr Henties said additional features will be added, with Large Language Models (LLMs) integration being one area being developed. LLM is the technology that ChatGPT is built on.
“There are vast amounts of data, the next
step is how we can also utilise LLM models to make this data accessible when it comes to e.g., the documentation of the production line.” For instance, customers could not just view anomaly detection from a technical view, but also make exact reference to documentation, to boost linkage to information. “There will be more interconnectivity with information in the future.”
Mr Henties said such depth of detail, transparency and education would prove vital in a future where decades-long experienced line operators may be less common. “Meanwhile, we are one step closer to our vision of a self-optimising production line where the software is capable of making certain decisions on its own and intervenes directly in process control,” Mr Henties said. “However, such a solution would still have to be in line with the customer’s production philosophy or desires, with many customers having highly variable production requirements. Even with all digital developments, we aim for transparency and want the customers to remain sovereign in their decisions.” ●
www.wbpionline.com | December 2025/January 2026 | WBPI
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