ddm partnered with Viking Group, Inc. to develop an innovative troubleshooting mobile app for sprinkler installers and service technicians.
Viking Group, Inc. Client Profile
Based in West Michigan, Viking Group has been a global leader in fire protection technology for over 100 years. If you work in a building with a sprinkler system, there's a good chance some piece of that system has the Viking name on it. To continue their rich history of innovation, Viking partnered with ddm to create a first-in-the-industry Valve & System Support App to provide technical assistance to installers and service technicians in the field.
Phase 1: Wet and Dry Pipe Sprinkler Systems
The initial goal of the Valve & System Support App was to reduce the number of technical support calls and empower service technicians to self-diagnose and remedy common maintenance issues for Viking’s five most popular wet and dry pipe sprinkler systems. For each system featured in Phase 1, a series of troubleshooting decision trees were developed to walk users through questions about their specific system. These steps lead the user to the most common cause and solution to the current issue with their system.
In the event that the user can’t remedy their issue, the app’s Get Help feature allows the user to submit a photo of their valve and request a call or email back. Additionally, the app provides quick access to technical data sheets, product manuals, frequently asked questions, and service and repair videos. Users can also order replacement parts directly from the app.
Get Help Screen
Parts Ordering Screen
Phase 2: Deluge & Preaction Systems, Augmented Reality
Building on the success of Phase 1, Viking and ddm worked together to add 11 new deluge and preaction valve systems in Phase 2, complete with their own set of troubleshooting walkthroughs and product reference information. But the most exciting feature leverages the latest augmented reality technology. Developed using the Vuforia Engine within Unity, users can now point their device’s camera at their valve system and quickly identify key trim components. This provides service technicians with a quick orientation to a given Viking system and eliminates guesswork in the troubleshooting process.