A flexible and comprehensive service that adapts to customer demands and uses monitoring and descriptive and predictive analysis tools to anticipate future incidents.
Bilerro offers the railway sector a comprehensive maintenance service that can cover all stages of the process and adapts flexibly to customer demands. To carry out this maintenance, Bilerro draws on decades of experience in the railway sector and a team with decades of experience in the sector, as well as a range of digital tools that enable it to offer a complete and flexible service through continuous monitoring and descriptive analytics.
Our service uses tools such as CMMS, or Computerized Maintenance Management System. This is a portal where incidents can be recorded, tracked in detail, resolutions monitored, and a complete history associated with the management of each incident stored. This amount of information, which is stored progressively, is entered into descriptive analytics tools, from which reports and indicators can be extracted to help us optimize the service and data processing.
Bilerro also offers a service desk that is operational 24 hours a day, seven days a week. In addition to guaranteeing customers permanent, personalized attention at any time of day, this service desk also facilitates the structuring of maintenance into three levels. The first level consists of field technicians, who are the professionals in direct contact with customers, working closely with the equipment. If they are unable to resolve the incident, the field technicians escalate it to a second level, the Technical Support Center (TOC), and finally, the TOC can refer the incident to a third level staffed by development experts who have the tools and knowledge necessary to resolve the most complex issues.
In this comprehensive service, one of Bilerro's main competitive advantages is its flexible adaptation to the customer's actual demand. Through a baseline mechanism, we categorize all the services and activities included in the maintenance contract. This way, the contract includes the activities that the customer needs according to their type. These baselines cover service management (contract monitoring), basic services (incident reception, obsolescence management, and preventive maintenance), repairs (which may include equipment assembly and disassembly), software lifecycle management (bug fixes, adaptive maintenance, and minor software upgrades), and, finally, the supply and management of spare pieces (which may include stock management).
Each maintenance contract stipulates a specific number of baselines, based on the customer's anticipated demand and needs. These contracts are reviewed periodically, first to identify any discrepancies between what was planned and what was actually delivered, and secondly to update them and adjust them to the customer's new circumstances. Bilerro's main goal is for our customers to pay only for the services they use and, if they require new services, to be able to access them quickly and easily.
To manage baselines efficiently, Bilerro relies on a key tool: the AMS (Analytic-based maintenance system). On the one hand, this tool allows predictive analysis of the type and recurrence of incidents, based on the collection of historical data. On the other hand, it uses real-time monitoring of equipment carried out by the Remote Management System to perform predictive analytics based on Artificial Intelligence at the Edge and thus anticipate future setbacks in terms of equipment performance, breakdowns, or incidents.
These analytical models, which predict possible equipment failures, help us optimize the effort required in terms of personnel, allowing Bilerro to allocate its team of professionals more effectively. In addition, they are extremely useful in the periodic review of contracts, as they offer the service manager a prediction of what will happen in the future, based on models trained with real data. This allows contracts and baselines to be reviewed quickly, making it easier to estimate what will happen in the next period.
The monitoring and capabilities of the AMS and RMS tools therefore give us the opportunity to perfect our maintenance service and, at the same time, further enhance the flexibility that sets Bilerro apart from the competition. Without these tools, both the committee responsible for contract renewals and the customer had to make decisions based on what had happened in the previous period, but now it is possible to predict what will happen in the next period and act accordingly. Both RMS and AMS are also offered as a service to customers so that they can check the status of their equipment at any time and prepare for future incidents or changes.
Written by Txomin Sarasua, Head of the development team in Bilerro's Embedded Systems division.
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