W&H’s 24/7/365 Remote Diagnostics Service Celebrates 25 Years
W&H is celebrating 25 years of its Information & Diagnostics Center (IDC) remote diagnostics service. IDC started as around-the-clock support connecting machine operators with experienced W&H engineers for troubleshooting advice.
Today, using an internet connection, IDC successfully resolves approximately 80% of machine problems remotely, eliminating the time and expense that accompany a technician's visit.
The majority of first and second shift calls from North American customers land directly with our IDC team based in Rhode Island, USA. In addition to performing remote diagnostics, the team has access to an on-site test center for recreating and analysing machine problems, programming computers and drives remotely and also for programming spare parts for overnight delivery.
Other IDC offices are located in Germany and India.