At all hours, the staff at Air Burners Inc., Palm City, Fla., answers phone calls and e-mails about maintenance and repair questions from operators of the company's waste processing units around the world.
The company's air-curtain burners cost up to $150,000 and are used in rugged environments such as landfills, construction sites and military operational zones—which leads to a problem. "They're usually far from where the manuals are, so operators call to find out about a lubricant or a fuse," says Norbert Fuhrmann, sales director. "We figured there had to be a better way to get them information they needed right away."