1. ITC Conference, London, 12. May 2011 Dr. Peter Schiefer CEO

2. The leader of the pack. Mastering the Service Challenge: Improving Efficiency Using Mobile Communication Wolff Link Online Crane Diagnostics Woff Service-App Mobile Service Order Processing

3. The leader of the pack. Common Issues Faced by Service Staff Early detection of crane failure No means of monitoring crane operating and construction site data Fastest possible repair of failures occurring during operation on site Insufficient information regarding the source of the problem Problems in defining the correct spare parts needed for repair Consistent upkeep of cranes, ensuring safe operation and avoidance of maintenance work during construction No reliable indication of working hours, deterioration, failure history, etc. Inadequate means to document and structure crane fleet data Inefficient management and disposition of maintenance tasks Swift processing of service jobs Service staff tied up with time consuming paper work and circulation to relevant partners for further processing Delays in the disposition of and access to the necessary spare part 3 Dr. Peter Schiefer / ITC Conference 2011

4. The leader of the pack. Cause and Effect of Inefficient Service Management 4 No access to crane operating and machine data Problems in defining source of error for crane failure and determination of necessary spare parts No documented history of operating data for determining maintenance work Unnecessary crane downtime Inefficient crane maintenance & fleet management Disproportionally high service time and costs invested SERVICE ORDER PROCESSING Time consuming administrative paper work from opening to invoicing of service orders Delays in the disposition of spare parts Primary administration on paper with subsequent entry of data in the ERP system Dr. Peter Schiefer / ITC Conference 2011

5. The leader of the pack. Mastering the Service Challenge 5 Wolff Link Online Crane Diagnostics Swift identification of reason for crane failure and definition of spare parts Structured database with documented crane operating and machine data Reduced crane downtime Improved crane maintenance & fleet management Reduced service costs Increased safety Mobile administration using the iPhone Service-App with direct connection to the ERP system Reduced time spent service administration Reduced room for error in the disposition of spare parts SERVICE ORDER PROCESSING Dr. Peter Schiefer / ITC Conference 2011

6. The leader of the pack. Wolff Link Online Crane Diagnostics

7. The leader of the pack. The Development of Crane Diagnostics 1989First crane with PLC control 1992 First DOS – based diagnostic tool 1993 Beginning of frequency controlled trolley jib cranes 1995 First luffing crane with frequency controlled drive 1996 First Windows – based diagnostic tool (Windows 95/98) 2002 Teleservice – Online Diagnostics (Windows 2000) 2008 WOLFF Link (Windows XP) 7 Dr. Peter Schiefer / ITC Conference 2011

8. The leader of the pack. Wolff Link Crane Diagnostics at a Glance 8 Wolff Link is the latest Wolffkran crane diagnostics software featuring: Read-out of the following data Current operating conditions and signals Crane failure and failure memory Machine and operating data over a defined period of time Management of all operating and machine data in a comprehensive database Administration of entire crane fleet Dr. Peter Schiefer / ITC Conference 2011

9. The leader of the pack. Wolff Link Crane Diagnostics - Navigation 9 User-friendly Windows-Application Familiar user interface Intuitive navigation through content Dr. Peter Schiefer / ITC Conference 2011

10. The leader of the pack. Wolff Link Crane Diagnostics – Fleet Administration 10 Clearly structured fleet administration Easy to understand graphically designed user interface Easy access to all relevant data of any designated crane in the fleet Dr. Peter Schiefer / ITC Conference 2011

11. The leader of the pack. Wolff Link Crane Diagnostics – Operating Conditions 11 Real-time view of current operating conditions Dr. Peter Schiefer / ITC Conference 2011

12. The leader of the pack. Wolff Link Crane Diagnostics – Failure Notification 12 "Auto-Call" per e-mail and sms every time a crane failure occurs Full failure history available for further maintenance action Dr. Peter Schiefer / ITC Conference 2011

13. The leader of the pack. Wolff Link Crane Diagnostics – Failure Notification 13 Failure diagnosis is based on approx. 100 pre-defined possible errors (error codes) Further information for any error code include: Parts/components that are possibly affected by the failure Description of the reason for failure Possible remedies for the failure Dr. Peter Schiefer / ITC Conference 2011

14. The leader of the pack. Wolff Link Crane Diagnostics – Operating & Machine Data 14 Summary of past operating data as basis for analysis with respect to: Life cycle evaluation Crane utilization Dr. Peter Schiefer / ITC Conference 2011

15. The leader of the pack. Online Crane Diagnostics as standard in Wolff cranes 15 Crane Pack All Wolff cranes of the current production are fitted with a teleservice modul as standard Teleservice adapter GSM-Modem GSM-Antenna SIM-Card (to be provided by the customer ) Wolff teleservice hardware is designed to account for the future trend of data transmission via the internet Office Pack Customers have the option of buying the office pack giving them immediate access to all advantages of remote access to crane operating data Analog modem Wolff Link Software Wolff Link User Manual Transmission via GSM is dependent on the local provider and may not be available in every region Dr. Peter Schiefer / ITC Conference 2011

16. The leader of the pack. Wolff Service-App for iPhone Mobile Service Order Processing

17. The leader of the pack. Paving the road to mobile service order processing 2006Planning starts to replace the heterogeneous IT infrastructure with an integrated ERP system > SAP 2008 Production plants in Germany and the international headquarters in Switzerland are working on SAP 2010 SAP rolled out successfully in all Wolffkran subsidiaries in Europe 2011 Wolffkran launches the pilot project "mobile service order processing" via Service-App and Cloud Computing Select service staff of Wolffkran Switzerland are equipped with iPhone and Service-App as of 1.4.2011 17 Dr. Peter Schiefer / ITC Conference 2011

18. The leader of the pack. Administration of service orders and reporting of working hours via paper forms Manual circulation of respective carbon copies to relevant persons tied into the service process Resulting in: Long lead times from opening to invoicing of service orders Room for error due to manual transfer of data from paper into SAP Service Order Processing Today 18 Dr. Peter Schiefer / ITC Conference 2011

19. The leader of the pack. Full integration into SAP possible ( no stand-alone solution) "Ease-of-use" of end-user mobile equipment Minimal support through IT required No independent server farms needed Reduction of possible interfaces Sensible cost/performance ratio Requirements for a Mobile Solution 19 Dr. Peter Schiefer / ITC Conference 2011 Example of a discarded solution

20. The leader of the pack. New mobile solution based on Cloud Computing Service staff receives, opens and administers service orders directly from their iPhone (via standard app coresuite mobile) Direct data transmission to SAP via Cloud Connector for further processing Advantages: Time saving service order administration One-off data entry User-friendly interface for end user Possibility to send a photo of defect part to service center Connecting Service Staff to SAP (anywhere, anytime) 20 Dr. Peter Schiefer / ITC Conference 2011

21. The leader of the pack. Improved Communication Leads to Improved Service 21 Dr. Peter Schiefer / ITC Conference 2011 Many issues in service management are a result of a lack of access to the right information, in the right quality, at the right time Online Access to Crane Data Early detection of crane failure Fast repair of cranes on site Improved preventive crane maintenance Efficient crane fleet administration Online Service Order Processing Swifter administration of service orders Reduced lead times from opening to invoicing Improved disposition of spare parts Enhanced service efficiency and lower service costs Improved crane safety