The coronavirus (COVID-19) pandemic has challenged businesses worldwide, including Petersime, to go above and beyond to stay connected to their customers. As international travel is currently still largely restricted, on-site interventions by Petersime’s service team are limited. For that reason, we have introduced remote digital support specifically for ongoing hatchery installations. By organising daily video calls with the customer, our Field Service Engineers offer continuous support to the on-site staff to help keep installation schedules on track.

The solution was first initiated at Bel Ga JSC, who is expanding its commercial broiler and layer hatchery in Loc Son, Vietnam. Petersime’s Field Service Engineers are combining on-site and remote supervision for the installation of new single-stage BioStreamer™ HD and BioStreamer™ Re-Store incubators, including an addition to the HVAC structure.

Azmi Abdullah, Service Manager at Petersime’s regional office in Malaysia, explains the concept: “At Petersime, we are committed to delivering projects to our customers within an agreed time frame. Sadly, the current situation prohibits us to send our Field Service Engineers to the Bel Ga hatchery site, jeopardising the target date for this project. That triggered us to proactively find another solution to assist the client: we initiated the use of remote technology, such as online video conferences, as the main communication medium.”

Remote assistance is not new for Petersime, as it is widely used to support software-related issues. However, for installation purposes, it is the first time ever for Petersime.

“The Bel Ga project is currently in the pre-installation phase. Our Field Service Engineer Viorel Tudor is supervising the entire installation remotely, day by day. In addition to his support, we are also sending our Vietnamese Field Service Engineer to assist both the Bel Ga team and Viorel,” says Abdullah.

Kris Van Daele, General Manager at Bel Ga JSC, supports Petersime’s strategy: “Special times ask for special measures. Thanks to both Bel Ga’s and Petersime’s long-term experience, I am more than convinced that the close cooperation between our hatchery team and your online and on-site support will help us fulfill the installation successfully.”