Marchesini Group has consolidated its remote after-sales support services. A unit called X-CARE has been set up with the task of coordinating all the remote testing procedures required during the pandemic. The kit of services can also be used individually and will remain in operation after the health situation has returned to normal.
In the period from March to November, the company conducted ninety X-FATs, which enabled customers who were unable to physically come to its offices to connect via streaming with in-house technicians and complete the testing procedures. Fixed and mobile cameras positioned along the machine or line allowed customers to request clarification regarding functions, settings and formats before delivery.
To support the final line acceptance carried out at the customer’s premises, Marchesini has introduced a service called MIMO: a system of video cameras installed on the machine which permits recording of errors throughout the production process at the exact moment they occur.
The service, which is currently supplied inside a case with the installation hardware, is supported by an app that guides the customer through the correct installation of the video cameras on the machine. This aims to make it possible to have a complete overview of accidental errors and allow problems to be solved remotely without the need to send technicians.
MIMO joins the company’s live assistance and teleservice services. The live assistance service allows an operator to see what is happening inside the machine and advise in real time.
Customers who have also installed teleservice software on their systems can remotely set up the operator panel via a secure connection, allowing Marchesini Group technicians to work on the line directly from their own office.