Rise Service Suite

Rise Service Suite is a software solution designed by RISE Technologies GmbH to digitize and streamline the remote service process for companies in the industrial sector, with a particular focus on the machinery and plant engineering industry. According to the vendor, this solution aims to facilitate efficient collaboration and support between service organizations, dealers, technicians, and end customers, regardless of their location. Rise Service Suite is said to be suitable for companies of all sizes, from small businesses to large enterprises. This product is commonly used by service technicians, service organizations, dealers and distributors, OEMs, and companies in the machinery and plant engineering industry.

Key Features

Remote Support: According to the vendor, Rise Service Suite enables service technicians to provide real-time assistance to customers from a remote location, eliminating the need for on-site visits. Technicians can communicate with customers through an interactive chat, exchange messages and high-quality images, and conduct interactive video conferences for troubleshooting and remote repairs.

Asset Management: Rise Service Suite allows users to create and manage an asset base, providing a centralized repository for organizing and accessing information about machines and equipment. Assets can be assigned unique IDs, associated with specific customers, and users can access a complete history of service cases associated with an asset.

Collaboration and Escalation: According to the vendor, Rise Service Suite facilitates collaboration and escalation within service organizations by connecting stakeholders such as OEMs, service partners, and end customers. Helpdesk and escalation levels can be defined, and the software provides a complete history of service cases, ensuring transparency and continuity in the support process.

Documentation and Knowledge Management: Rise Service Suite allows users to document support cases, capture problem descriptions, solutions, and other relevant information. The software supports the creation of a comprehensive asset history and a knowledge database, enabling faster problem resolution and knowledge sharing.

User Management and Integration: Rise Service Suite provides user management capabilities, allowing administrators to add and manage users with different roles and permissions. The software can be integrated with other systems and data sources, supporting seamless workflows and ensuring relevant information is available to support teams.

Smart Glasses Integration: According to the vendor, Rise Service Suite supports smart glasses, enabling technicians to receive real-time guidance and support hands-free. It allows for remote experts to see what the field worker sees, providing step-by-step instructions and troubleshooting assistance.

Real-time Video Streaming: Rise Service Suite enables live video streaming between field workers and remote experts, allowing for real-time collaboration and visual guidance.

Interactive Annotations: Field workers using Rise Service Suite can annotate their live video stream with markers, drawings, and text, helping experts provide precise instructions and guidance.

File and Document Sharing: Rise Service Suite allows for seamless sharing of files and documents between field workers and remote experts, facilitating troubleshooting and problem-solving.

Remote Control and Assistance: According to the vendor, Rise Service Suite enables remote experts to take control of the field worker's smart glasses or device, if necessary, providing hands-on support and reducing the need for physical presence.