Remote support vs. on-site service: an analysis
In short: Remote support saves time and money, while on-site service remains essential for complex hardware problems. The best solution? Often a combination of both approaches.
Important differences:
-
Remote support: Ideal for quick software solutions and recurring problems. Offers lower costs, immediate availability and remote monitoring through IoT.
-
On-site service: Necessary for physical repairs, inspections and building personal customer relationships. Higher costs, but essential for complex tasks.
Quick comparison:
|
Feature |
Remote Support |
On-site service |
|---|---|---|
|
Costs |
Low (no trips) |
Higher (travel expenses) |
|
Response time |
Available immediately |
Delayed due to arrival |
|
System type |
Standard problems |
Complex systems |
|
Communication |
Digital (IoT/AR tools) |
Personal contact |
|
Hardware problems |
Possible to a limited extent |
Comprehensive solutions |
Conclusion: Companies benefit from a hybrid approach that uses remote support for routine tasks and on-site service for critical challenges.
Direct comparison
Differences between the service models
In practice, there are clear differences between remote support and on-site service. According to an analysis of industrial companies, between 80 and 90 % of all technical problems can be solved by remote support [6]. This statistic illustrates how differently the two approaches are used.
Companies often rely on on-site service for critical systems, while remote support is ideal for standard solutions and recurring problems [1].
|
Feature |
Remote Support |
On-site service |
|---|---|---|
|
Costs |
Low (no travel expenses) |
Higher (travel and personnel expenses) |
|
Response time |
Available immediately |
Delayed due to arrival |
|
Availability |
Possible around the clock |
Depending on local expertise |
|
Hardware problems |
Limited possibilities |
Comprehensive solutions |
|
Communication |
Digital (IoT/AR tools) |
Personal contact |
A practical example shows that over 85% of reported faults are resolved efficiently and quickly via remote support [5]. However, remote support reaches its limits with hardware problems, which is why on-site service remains indispensable in such cases [6].
On-site service offers particular advantages in highly specialized or dynamic environments. The direct physical presence enables a more precise analysis and elimination of problems [1].
The choice of the right service model depends on a company’s individual requirements. Aspects such as existing infrastructure, employee qualifications and security requirements play a key role here [4].
Advantages of remote support
Lower costs and time expenditure
Remote support significantly reduces service costs. With no travel costs and the ability to support several customers at the same time, resources can be used more efficiently [7] [2]. In addition, direct fault diagnosis enables faster response times and minimizes system downtimes. One example: Varian Medical was able to reduce technician deployments by 42% thanks to IoT-based monitoring systems [10].
IoT and machine monitoring
The integration of IoT enables continuous monitoring of important machine parameters such as temperature, pressure or vibration [8]. Ericsson Panda was thus able to reduce maintenance costs by half and save around €9,000 per year through 1,000 networked IoT devices [10]. These technologies show how remote support contributes to modern maintenance.
“We’re relying on Particle as part of our future. We can expect them to keep us up to date with the latest developments in hardware and communications.” – Arturo Gomez, President & CEO, FieldIntell [9]
Increased global reach
Remote support not only offers savings, but also improves the efficiency and reach of global service. According to studies, 80% of companies have been able to reduce their on-site visits through remote support [11]. An example of this is provided by a project carried out by JTC Corporation and TÜV SÜD: labor productivity in elevator maintenance increased by 25 %, while fault diagnosis in 117 elevators achieved an accuracy of 85 % [10].
|
Range |
Average savings |
|---|---|
|
Maintenance costs |
40 % |
|
Downtimes |
50 % |
|
Technician assignments |
42 % |
|
Labor productivity |
25 % |
Service quality remains consistently high thanks to location-independent support from experts [3].
Assisted reality solutions for maintenance and service in the industry
Too few, overworked specialists and high travel costs are a problem for many companies. In the webinar recording from T-Systems, you will see examples of technical solutions to make know-how available throughout the company and how this can be used to deploy specialists more effectively.
Advantages of on-site service
Both approaches have their advantages: While remote support is efficient for standard problems, on-site service has clear strengths when it comes to critical and complex challenges.
Complex repairs and inspections
The on-site service is particularly impressive for complex systems and detailed inspections. The physical presence enables precise diagnosis of mechanical connections [13]. In dynamic and customer-specific environments, an on-site assessment is often indispensable [1].
For business-critical systems where downtime is not an option, on-site service offers clear advantages [1]. Technicians can:
-
Investigate hardware problems directly
-
Thoroughly analyze the operating environment
-
Carry out preventive maintenance work
-
Act independently of Internet connections [3]
Regular on-site inspections also help to extend the service life of industrial systems [14].
Building customer relationships
Personal contact plays a key role in long-term business relationships. Studies show:
|
Aspect |
Approval rate |
|---|---|
|
Face-to-face meetings are necessary |
77 % |
|
Promoting new solutions |
85 % |
This data comes from research by Dr. Richard D. Arvey of the National University of Singapore [16]. The direct exchange enables:
-
A better grasp of non-verbal signals
-
A deeper understanding of customer needs
-
Building trust through personal interaction [15]
In addition to building stable relationships, on-site service also supports more precise adjustment and optimization of systems.
Optimization of system performance
On-site technicians often become an integral part of day-to-day operational management [1]. They can make direct adjustments to devices and improve their performance [17].
The physical presence makes it possible:
-
Targeted adaptations for specific system configurations
-
Early detection of potential problems
-
Fast reactions for critical systems [18]
By combining direct observation and personal communication, on-site technicians offer customized support that surpasses remote support in many areas [3].
Limits and problems
Restrictions on remote support
Remote support has its weak points. Studies show that the risk of malware increases 3.5-fold in remote operation [20].
Challenges at a glance:
|
Technical restriction |
Effects on the service |
|---|---|
|
Unstable Internet connection |
Interruptions and delays |
|
Hardware compatibility |
Limited options for fault diagnosis |
|
Security risks |
Higher risk of data breaches |
|
Necessary physical interventions |
Not possible with hardware defects |
These problems contrast with the challenges that arise during on-site service [19].
“When a customer has decided that any significant interruption is unacceptable, often in cases where the AV system is quite critical to their income we strongly recommend Onsite Support” [1]
While technical hurdles limit remote support, on-site service brings its own difficulties.
Challenges of on-site service
With the increase in remote working, the disadvantages of on-site service are also becoming more apparent:
Time delays:
-
Long travel times and limited availability of specialists can delay the service considerably.
-
Spontaneous requests are difficult to process flexibly [12].
High costs:
-
Travel costs for technicians are a burden on the budget.
-
Additional personnel costs due to travel times.
-
Stocking spare parts is often expensive and time-consuming [12].
Despite these disadvantages, on-site service remains indispensable for complex industrial systems that cannot be transported [21]. Especially in rural regions, long distances lead to longer waiting times and higher costs [12].
Combined service approach
Linking the service types
The combination of remote support and on-site service has clear advantages: it utilizes the strengths of both approaches and compensates for their weaknesses. Here are some key measures that implement this hybrid approach.
Important features:
|
Service phase |
Remote Support |
On-site service |
|---|---|---|
|
Diagnosis |
Initial error analysis and data evaluation |
Detailed physical inspection |
|
Maintenance |
Software updates and system adjustments |
Hardware repairs and calibration |
|
Monitoring |
Continuous system monitoring |
Preventive maintenance work |
|
Training |
Online training and support |
Practical on-site briefings |
Such an approach requires careful planning of processes and communication channels. The use of IoT technologies that enable real-time monitoring of systems and thus improve coordination is particularly helpful [22].
How do you implement it?
-
Proactive measures: Thanks to IoT sensors and predictive maintenance, maintenance work can be planned at an early stage. Technicians receive detailed information about the condition of the systems before they are deployed.
-
Reactive support: After a remote diagnosis, on-site technicians can be supported by AR-supported systems for complex repairs, which increases efficiency.
-
Data-based improvement: Processes can be continuously optimized through the systematic collection and analysis of service data.
A well-implemented hybrid approach ensures more efficient systems and helps to reduce operating costs. However, the right mix of remote and on-site service must always be customized [4].
"Every organization is unique, and their technology solutions are as varied as their business themselves. We supply service options from remote support, response contracts, to onsite technicians, or any combination. Finding the right solution for each circumstance is a source of pride." - Theresa Gray, Electrosonic's Global Head of Client Support and Services
Conclusion
Main findings
The selection of the right service depends on factors such as system type, response time, costs and the respective application scenario.
|
Decision criteria |
Remote Support |
On-site service |
|---|---|---|
|
System type |
Standardized systems |
Highly customized systems |
|
Response time |
Available immediately |
Depending on the availability of technicians |
|
Cost structure |
Lower operating costs |
Higher personnel costs |
|
Application scenarios |
Software problems, diagnostics |
Complex hardware repairs |
The experience of ahk Service & Solutions shows that the combination of both approaches often delivers the best results. In one coating system project, for example, the coating thickness fluctuation was successfully optimized through an initial remote diagnosis and a targeted on-site deployment [23].
These findings illustrate how important a combined service concept is for maximum efficiency.
Service trends
Technological developments are shaping the future of industrial service. The IoT market is growing at a predicted annual growth rate of 17% until 2030, while 96% of manufacturers are investing more in artificial intelligence [25]. Predictive maintenance also helps to significantly reduce unplanned downtimes [24].
Cheetah Chassis provides an example of new service models with its “Robotics-as-a-Service” concept. CEO Garry Hartman explains:
“With Robotics-as-a-Service, we can enjoy the benefits of automation without having to worry about programming and maintenance.” [25]
Knud Lasse Lueth, CEO of IoT Analytics, adds:
“In 2023, the IoT market showed remarkable resilience despite economic fluctuations and geopolitical tensions. We estimate robust growth of 17% per year until 2030, driven by an increase in connected assets and corresponding investments in AI and cybersecurity in the IoT sector.” [25]
The combination of remote and on-site service forms the basis for these developments. With the support of edge computing and AI-supported analyses, it is clear that the future of service lies in the combination of both approaches. Companies should adapt their strategies to these technological advances in order to remain competitive.
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