PETALING JAYA, April 2, 2021 – Schneider Electric, the global leader in the digital transformation of energy management and automation today launched a first-of-its-kind on-site and dynamic maintenance service enabled with data and connectivity that offers enhanced on- and off-site expert services for its customers nationwide. Known as EcoStruxure Service Plans, this new offering is an expansion of Schneider Electric’s existing on-site support service that reduces turnaround time to less than four hours. It also further widens Schneider Electric’s service coverage in Malaysia.
From essential support to the most advanced expertise, the EcoStruxure Service Plans by Schneider Electric are a set of tailored service contracts that combine the power of its EcoStruxure platform with remote consultancy as well as on-site maintenance. It also consists of state-of-the-art field service vehicles that are well-equipped with spare parts and diagnostic tools that enable service engineers to solve concerns and issues faced by customers speedily.
“Understanding the demands and the expectations of our partners and customers is a key priority for us at Schneider Electric – and we constantly review and assess the quality of our service. We are investing in this new service, fleet of vehicles and data-driven predictive analytics as part of our commitment in always exceeding customer expectation and supporting them in their operational excellence,” said Astri Ramayanti Dharmawan, Country General Manager for Schneider Electric Malaysia and Brunei.
“This comprehensive service provides flexibility and convenience for our customers while maximising uptime and performance allowing them to focus on what matters most – their operations,” Astri added.
The EcoStruxure Service Plans are powered by one of Schneider’s largest Operation Command Centres in the region, located in its Petaling Jaya office. It is a digital deployment system that enables efficient deployment of services with fast response time and corresponding expertise to enhance customers’ experience journey.
With remote connectivity, the centre increases the visibility of the customer escalation process and plays a proactive role in monitoring, escalating, and solving customers’ issues remotely. This would enable the service team to perform a quick diagnostic of the issues before the service engineers are deployed on-site to address them. This improves efficiencies in terms of workforce distribution through the adoption of geo-location that tracks engineers’ availability for on-site services.
Seamlessly working with EcoStruxure™ Advisory services, the EcoStruxure Service Plans enable customers in ensuring a more sustainable and robust power distribution of buildings. This predictive maintenance service allows customers to address risks before any disruption happens and optimise their asset performance, further improving safety and efficiency.
The EcoStruxure Service Plans are made up of three parts:
- Consultation:
Assessment of the electrical distribution health for customer and advisory on mitigation as well as improvement for better sustainability and robustness.
- Modernisation:
Renewal of the old and obsolete assets at customers site to increase architecture reliability and operational safety.
- Scheduled Maintenance and Spare Part Replacement:
Provision of preventive and predictive maintenance, break-fix solution, project management, among others.
“Our field service vehicles are well-equipped with spare parts and diagnostic tools for our service engineers to conduct break-fix more effectively and instantly for customers who engaged our on-demand services. This new service plans come with a better service level agreement (SLA) that offers customers 24/7 comprehensive coverage, on-demand services supported by remote monitoring capabilities and a dedicated hotline for customer support,” said Chan Jian Wen, Head of Field Services Sales & Operations for Schneider Electric Malaysia.
From planning a new installation to assessing the existing equipment, the new service covers the following equipment and solutions: Low Voltage (LV) / Medium Voltage (MV) equipment; Critical Power and Cooling like Uninterruptable Power Supply (UPS) and InRow; industrial solutions like Variable Speed Drive (VSD) and Programmable Logic Controller (PLC); Power Monitoring & Correction like power meter and active harmonic filter. The dedicated hotline for customer support is 1800 880 877.
