'system works flawlessly'

This is how Hamer relieves the customer on site, or with ‘remote maintenance’ increasingly also remotely

Hamer uit Apeldoorn biedt met ‘remote maintenance’ haar klanten een geavanceerde service, ondersteund door een universeel platform voor het beheer van diverse installaties, van laadpaal tot HVAC-installatie.
Hamer ontzorgt de klant niet alleen door het inzetten van monteurs op locatie, maar steeds vaker ook op afstand door middel van 'remote maintenance’.

Apeldoorn-based Hamer offers its customers an advanced service with ‘remote maintenance’, supported by a universal platform for managing various installations, from charging station to HVAC installation. ‘This way of working maximises uptime, reduces costs and offers a lot of efficiency in the maintenance process.’

No matter how good technical installations are today, breakdowns can always occur. This is when lightning-fast tailor-made service is indispensable. Fortunately, Hamer has a long-standing reputation in this field. Possible technical malfunctions are solved on site, but in 2025 they are also increasingly solved remotely. “We solve any problems from our process room or still fix everything on site,” says Hamer service manager Lars Jans. “From the process room, for example, we reset the filling station, nowadays also called the ‘mobility hub’. Resetting online without a technician being on site is much cheaper for the customer. After all, it saves unnecessary travel hours of the mechanic. Distances as you know them in Germany require a lot of travel time. If you work online, those are avoided.” According to Jans, 70 per cent of breakdowns are now fixed online. As for the remaining 30 per cent, the technician does work on site. “A side effect of working online is that you can help many more customers in the same available time.”

Faultless system

Hamer started remote maintenance in Germany, but it has now been rolled out in the Benelux as well. Jans: “Because of the complexity of the installations, the geographically widespread network and the demanding response times of up to four hours, the need arose to perform maintenance in a different way. To this end, we decided to develop software and hardware that could analyse the data from the stations. This now makes it possible to analyse the data from the head office in Apeldoorn, diagnose the problem and then control or reset the installation. If necessary, we then initiate follow-up actions with technicians who solve the problem on site. This system works flawlessly in practice.”

One point of contact

To keep the momentum going, Hamer wanted a single point of contact for a customer’s fault handling. “Basically, we don’t work with other subcontractors or with an external helpdesk,” Jans says. “To ensure quality, all disciplines are housed within Hamer. Since Hamer is end-to-end responsible for both the acceptance of the breakdown and the execution of the repair, knowledge is a requirement. All data are coded, collected and displayed in a dashboard. This dashboard gives the customer insight into a range of issues, such as number of breakdowns, downtime, number of breakdowns per breakdown code, per brand and per location. From this dashboard, it is possible to analyse which breakdowns occur and whether parts need to be replaced preventively. In this way, the number of corrective reports is greatly reduced,” Jans says.

Family business Hamer has existed since 1938 and is based in Apeldoorn. Hamer is a total provider in the utility, industrial, automotive, fuel supply and chemical and food industries. Over 500 employees work for the Hamer company at its branches in the Netherlands and Belgium. Their core business is engineering: technical installations and related technical services. They design, install and maintain. Hamer does this from a service-oriented and decisive organisation with the right focus on customers, safety and the environment. Hamer takes care of everything!

Info: Hamer BV | tel. +31 55 577 72 00 | info@hamer.net | www.hamer.net

This article was automatically translated from the Dutch language original to English (British).

Author: Paul Blonk

Source: MobilityEnergy.com

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