Remote Support: The Key to Reducing Downtime

Downtime is a costly challenge that directly impacts profitability, and its financial toll continues to rise each year. Studies show that sudden stoppages when machines are silent and workers idle cost the global economy amounts that may reach into the trillions of dollars.

The good news? There are practical solutions for any company that can help reduce the impact of unexpected downtime.  Remote support tools and connected worker solutions such as smart glasses and real-time communication software enable teams to quickly resolve issues before they escalate into costly prolonged shutdowns.

By using remote support solutions, on-site staff can work with experts from head office or other locations to immediately address problems with machinery. They can also collaborate more closely in inspecting equipment and troubleshooting more efficiently, all without the time and expense of flying specialists across the globe.

The True Costs of Downtime

Downtime is an expensive problem that affects industries worldwide, and research shows its financial toll is staggering. Estimates vary, but the impact is undeniable.

A 2024 report by Oxford Economics, which conducted the study in partnership with Splunk, says unplanned downtime costs the Global 2000 companies about $400 billion each year. It added that these multinationals suffer an average annual loss of $200 million each due to unplanned stoppages.

Another report from 2024, this one by Siemens, found that unscheduled stoppages reduce annual revenues of the world's 500 largest companies by 11 percent for a total loss of $1.4 trillion. The report added that the problem is getting worse as the total losses were $864 billion (or about 8 percent of revenues) in 2019 and 2020.

Regardless of which figures we reference, it’s obvious that unplanned disruptions carry a heavy economic price. And these are just the financial costs. Within organizations, downtime results in idle workers, which impedes morale. Maintenance managers can blame their counterparts in operations when equipment fails, and the result is often resentment among teams. Over time, these inefficiencies result in a less productive and less resilient workplace.

The cause for these problems is varied, ranging from reliance on specialized machinery, to delays in expert availability, and extended troubleshooting times. Parts wear out, fail, and can’t be replaced immediately. Experts can’t be found to repair or inspect systems or have to be flown out to plants to fix things.

Without a strategy to minimize downtime, these challenges will only worsen. As industries become more reliant on complex systems, companies must rethink how they approach maintenance and problem-solving. Proactive solutions, like remote support tools and connected worker technology, offer a way to reduce disruptions, improve response times, and keep operations running smoothly without the high costs of traditional troubleshooting.

Faster Response, Fewer Disruptions

Remote support solutions such as smart glasses and augmented and mixed reality (AR/MR) headsets help industrial teams overcome downtime challenges by enabling real-time collaboration with experts, no matter where they are. Instead of waiting for a specialist to arrive on-site, frontline workers can connect instantly, show the issue live, and receive step-by-step guidance while keeping their hands free to work. These devices, operating on secure, low-bandwidth networks, can also display PDFs, manuals, and instructional materials within the worker’s field of vision.

In industries with widely distributed assets whether it’s a transmission tower in the wilderness, a ship at sea, or a remote manufacturing plant expert support is often limited. Traditionally, when critical systems fail, teams must either halt operations until an expert arrives or attempt repairs without proper guidance. But with remote support, workers can quickly connect with specialists to resolve issues in real time, significantly reducing downtime.

This approach doesn’t just save on travel costs, it accelerates problem resolution and keeps operations moving. With immediate access to expertise, teams can troubleshoot more effectively, reduce the risk of prolonged stoppages, and enhance overall efficiency. Instead of losing valuable hours or days waiting for a specialist to arrive, companies can restore productivity faster and minimize operational losses.

A Faster, More Economical Response

While stoppages can't be eliminated entirely, remote support solutions help operations recover faster than traditional troubleshooting methods. In many cases, resolving an issue requires more than one expert. Consider a turbine failure at a power station in California. A frontline technician might need guidance from an engineer at headquarters in New York, while also consulting an OEM specialist in Germany. Rather than waiting for in-person support or multiple emails/phone calls, all three can collaborate instantly with full visual context, with no travel required.

Beyond reducing downtime, remote support technology also makes an impact on the human side as now expert resources are significantly more scalable. Instead of dedicating personnel to a single location, companies can deploy their most skilled experts where they’re needed most, instantly. A single specialist can now assist multiple teams across different sites on the same day, improving productivity and reducing the risk of delays caused by expert unavailability.

This kind of efficiency is already transforming businesses worldwide. One UK-based manufacturing company relies on remote support to overcome geographical limitations while maintaining top-tier service. By integrating a connected worker solution, they now provide real-time assistance to clients across multiple time zones, ensuring swift troubleshooting and uninterrupted service.

Instead of requiring an expert to be on-site, one specialist can now support multiple teams remotely maximizing efficiency while reducing travel costs. This not only expands their global reach but also enhances customer satisfaction while optimizing internal resource allocation.

Let Us Help You Learn More

If downtime has impacted your operations, now is the time to explore connected worker solutions. By integrating remote support tools, you can accelerate troubleshooting, reduce operational costs, and make expert assistance instantly accessible, no matter where your teams are.

We specialize in helping organizations identify the right remote support strategy and plan effective pilot projects to ensure a smooth transition. Whether you're looking to enhance efficiency, reduce delays, or scale expert resources, we can provide a clear roadmap and the right solution for your use cases.

Remote support isn’t just a short-term fix, it’s a key component of digital transformation. It equips your workforce with modern tools to stay resilient, competitive, and prepared for the future. Let’s connect and explore how you can eliminate unnecessary downtime and keep your operations running at full capacity.