{mprestriction ids="1,2"}The new platform was developed for Elcome by Hitachi Solutions and built on Microsoft Dynamics 365 software, integrated with Microsoft HoloLens wearable mixed reality technology.

All aspects of ship service are digitally managed within the system, including initial service request, scheduling the service call, assigning the most appropriate service engineer for a specific job, ensuring the proper service kit with the right spares and tools, performing and documenting the repairs, logging manhours, testing, recertifying and following up.

“The new Elcome Onboard 365 field service platform will create a paradigm shift in the maritime industry,” said Jimmy Grewal, Elcome’s executive director.

“This revolutionary suite of service management tools will provide greater transparency, improve efficiency, reduce errors, speed up repairs, lower operational costs and minimise downtime to a degree never before possible in this industry.”

“The result is a seamless end-to-end experience for Elcome’s service organisation, engineers, shipping companies and OEM partners. We believe these tools will enable us to achieve a near-perfect first-time fix rate, improving on our current industry-leading 96 per cent score.”

As part of the implementation of the new service programme Elcome says it is digitising its massive service files, containing hundreds of thousands of job reports dating back nearly 20 years, roughly reflecting the average lifespan of a ship and most equipment onboard.

This data will be used to construct a searchable library using Big Data and AI tools to provide insights into different types of equipment failures, repetitions, fault symptoms and remedies.

The integration of HoloLens headsets will provide service engineers with hands-free access to necessary data, including equipment history, diagnostics, schematic drawings, technical manuals and even remote face-to-face consultations with experts, all superimposed holographically in a 1:1 image over the real-world view. The built-in camera can also be used to document the repair and record the repair work in the job report.

“We plan to deploy the HoloLens headsets to all service engineers as part of their standard kit,” added Mr Grewal.

“We will also make them available to ships covered by Elcome annual service plans. This will enable the ship’s crew to communicate with Elcome’s service centre to diagnose the problem, so our technicians can help the crew to troubleshoot it before sending a service engineer onboard and to prepare the service kit of parts and tools tailored for the job before boarding the ship.”{/mprestriction}