Virtual Service
Thermwood Corporation, a manufacturer of CNC routers, has introduced Virtual Service on its entire line of machines. With Virtual Service, the machine control is connected directly to Thermwood's service center through a phone line. Special software and video cameras complete the package.

For service, the customer presses a key. In a few minutes a trained service technician appears on the control monitor. The customer can see and talk to the technician and he or she can see and talk to the customer.

Virtual Service is much more than a simple videoconference. Often, the technician can do more than during a traditional plant visit. The technician can see everything the customer sees on the monitor, plus much more. Data such as input/output status, error logs, MSU file settings and a host of other revealing information is instantly available. To help with programming, the technician can provide edits as necessary. He can even analyze the actual operation of the machine. Problems can be diagnosed and solutions developed. System setting changes, updated and replacement files and software patches can be directly downloaded if necessary.

For mechanical questions, the customer can show the technician the symptoms by simply pointing the system camera at the machine. The technician can then send a video, detailing how to address a problem or make an adjustment. The video can be played, on the machine monitor, over and over if needed. While the Company does not believe Virtual Service will completely eliminate service calls, they do believe that the vast majority of problems can be successfully handled.

Virtual Service is free during the warranty period. Then it continues as part of Thermwood's Advanced Support Program. There is no per-call charge. The Advanced Support program also provides annual system software updates. As part of Advanced Support, if an old-fashioned service call is needed, it's free. The customer pays actual travel costs, but the technician's time is free.

For more information, contact Cliff Crawford, Thermwood Corporation, P.O. Box 436, Dale, IN 47523, 812-937-4476, Fax: 812-937-2956, Web: www.thermwood.com.