Issue link: https://iconnect007.uberflip.com/i/1284035
SEPTEMBER 2020 I SMT007 MAGAZINE 49 you don't have the same type of training environment that's conducive to the best learning process. We've always had those comparisons in the past, and that applies to the vari- ous aspects that we're talk- ing about with installations, service, and training demos. We had to find a way to keep things going without being able to provide the normal type of demos that we would have. That also became a much more remote process. Johnson: How does that demo experience work now? Armstrong: Normally, customers want to see that firsthand at some point in the evaluation or demo process. We always had the materials in the past, with their sample boards, or used some standard boards that fit the type of appli- cation. We would have gone through a pre- analysis, determined what they're looking for, what they need, and how we can fit our solu- tions to those needs. But there comes a time where they want to see it in action—in per- son—so that they can get the feel and insight themselves. In many cases, that involved doing some of the team-viewer type sessions and other methods that we have, to give them the insight on what's going on in a machine that's in our demo room. The applications engi- neer may have been remote, but the machine was set up so that we could do that remotely and minimize people in the office, but still be able to provide the needs for evaluating the machines, our solutions, and the fit for their needs. It has worked out well on both ends. Johnson: What's a day-in-the-life of a customer demo like now? Armstrong: Typically, it's going to be an exchange of the initial information. What are their products, applications, and needs? What do they expect from the potential solutions? Then, what can we provide to them? From that point, it gets down into the specifics of their product. We ask for samples to be sent to the office, and our applications engineer get that set-up and go through the initial evalua- tion and set up to provide a meaningful remote demonstration. From there, you can have the customer remote-in and see what's going on virtually. It's not the same as being there, but it's almost as good to work through the ques- tions and doubts, make sure that the solution is a fit, and discuss the adjustments that are needed to make it the best fit. That's not terribly different than what we've done in some other cases, but in the ideal cir- cumstances, customers have the choice of vir- tual versus in-person demos. Do they want to come on-site? Do they want us to do this in their factory? But with the situation that we've been facing, we haven't had that freedom, and we've had to opt for these other, virtual meth- ods and make them just as effective as if we were able to have them physically come into our demo room, or give this demo at their site. Johnson: Are customers running their own samples? Is there a point in the process where they're running their own work? Automated optical inspection.