Alstom has put in place remote support services to the operational control centre (OCC) on lines 1, 2 and 4 of MetrôRio, in Rio de Janeiro.
Alstom has set up a hotline that is dedicated to customer technical support during business hours. Consequently OCC staff can obtain technical guidance at a distance, which allows for more agile responses.
Luciano Barbieri, Vice President of Digital Mobility (ADM), Alstom in Latin America, said:With the insertion of the new smart service, lines 1, 2 and 4 now have a significant improvement for the technical staff of the trains, who will have their doubts about maintenance operations answered more quickly.
In view of the current scenario in which there is a recommendation for social isolation, the implementation of remote support contributes to the resolution of doubts over the phone, reducing the need for a technician to travel to the location and increasing efficiency in the reestablishment of services.
Alstom’s remote support contract with MetrôRio has a runtime of two years. It is new for Brazil to have a post-warranty service contract like this. In a previous phase Alstom supplied the iMux signalling system.
