Siemens Aktiengesellschaft

Theodor Rosch

Matthias Seifert

Gerhard Weller

Norbert Grass

Klaus Ruiner

Erich Niedermayr

Hans-Georg Völk

Georg Meszaros

Patrik Schoenenberger

A method and system for providing a customer with a service upon a service request. The method includes retrieving a dataset from a database for identifying a qualified service person using information about the service, the service person and a customer; establishing communication with the customer; and providing the customer with the service. After the service is performed, the retrieved dataset is updated to maintain accurate information stored in the database.

Method and system for providing a service

The present invention provides an efficient and simple method and system for providing a customer with a service on demand. The invention is based on providing a plurality of interconnected technical devices with remote access. During operation of a technical installation including the technical devices, operating data are acquired, encrypted and stored in a operation database. Upon an explicit service request by the customer, at least one of the technical devices sets up a remote connection to a service center, preferably by using a smart card including Public Key Infrastructure (PKI) data for validating the smart card, where the remote connection is verified and the encrypted data stored in the operation database are read out and decrypted. Based on the decrypted data&#x2014;which represent a current status of the technical installation&#x2014;, a service activity is efficiently performed at the technical installation, either remotely or locally.

Method and system for providing a service on demand

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Oberotterbach, Germany

Theodor Rosch