Farley Remote Operations Support System

Farley Cutting Systems Australia (FCSA) is a CNC machine manufacturer in Australia. The company has customers all over the world and hence needs to provide effective and responsive remote support to customers in the use, maintenance and troubleshooting of their equipment. As the market for CNC machines expands, these needs will increase extensively in the next few years so that the current support processes will no longer be economically viable. In addition, the company desires to capture the extensive expert knowledge within and outside the company concerning their CNC machines, especially as it pertains to problem diagnosis. However, there is no ready means of gathering and storing this knowledge, and hence no way to exploit it for remote customer support.