The ongoing globalization in the cement market requires from the cement producer more competitive prices for the product cement. One considerable price component of the product cement is the maintenance cost for the equipment and the down time of the production in case of a failure. But also on the mechanical and electrical supplier side the globalization is ongoing. The goal of the suppliers is no longe restricted to meeting customers expectation in delivering good quality products but more and more in fulfilling the cement producers essential target to keep their production downtime as low as possible. The reaction time of the equipment supplier, whenever help is needed by the customer, is expected to be as fast as possible and even immediate help is expected. Taking this important aspect into consideration, the equipment suppliers have reacted immediately. However reaction is and was only possible with the development of modern and fast communication technology. Only this modern communication technology forms the basis for the customer's problem solving process requirement.