The addition of Miramar brought a location also selected for its proximity to the major cruise companies into the Collaborative Operation Center network. Miramar Center Manager Luis Miguel Moratalla says: “It gives us an additional benefit because many cruise vessels are operating in the same time zone. We communicate with the cruise vessels as things are happening and we don’t have long delays when it comes to support.”
Nevertheless, the greater benefit of the collaborative operations center approach lies in prevention, in preference to intervention. The first year of 24/7 Care has seen the ABB Collaborative Operation Center approach applied to 918 ships resulting in 6,288 “tickets” (items raised), with the average time it takes to close a ticket given as 45 hours.
As the collaborative approach takes flight, the remote support capability also puts ABB in a better position to adapt to changes in the markets it serves: exemplary is the emergence of expedition cruising as a distinct mainstream tourist, where 24/7 support is essential, especially for polar operations. “We need to be there,” says Braastad. “There are also bigger and more complex vessels being built than ever before, while inland waterways, rivers and lakes across the continents will see more vessel traffic in the years ahead. We need to be there too.”
As the anniversary of the “always awake” vessel support approached, Singapore Collaborative Operations Center Manager Kenneth Joseph sums up what has been possible to achieve in one year. Customers can now be assured that a service engineer is available, that data can be retrieved automatically, and that updates will be provided to systems experts at the earliest opportunity, he says. “While we may have face-to-face contact with customers in their offices here in Singapore, our priority really is the vessels. Whether the vessel is alongside Sembawang or in the Arctic, we approach the support request in the same way. Technical staff and analytics are now our frontline response.”