A complete range of industrial coding after-sales services
Markem-Imaje launches remote and on-premise digital hardware services aimed at increasing performance efficiency
Customised according to users’ needs and designed to comply with industry 4.0 requirements, Markem-Imaje’s after-sales maintenance packages allow for growing customization and remote 24/7 digital support with the aim of reducing downtime.
The objectives
Markem-Imaje provides customers with intelligent tools and easily accessible resources to maximise productivity and flexibility with the aim of reducing downtime, optimising operations and increasing the rapidity of the support: three pillars underpinning the company’s concept of innovation.
Levels of support
The new offer includes three levels of support for hardware maintenance, with digital self-service systems that allow the line operator to autonomously resolve many problems thanks to Markem-Imaje’s focus on optimising the code delivery process.
A 24/7 service. The first level is the AI-based virtual assistant, active 24/7, which facilitates the autonomous solution of problems, thereby reducing downtime. The service always includes the additional support with regards to what cannot be resolved immediately, while the online portal and store are available to customers in order to view the entire installed machinery, contracts and to search and purchase spare parts and consumables on request.
Remote assistance and local teams
The second level includes completely remote services, such as the live chat support always available 24/7 on the basis of needs, immediate remote support with a live video guide and a helpdesk of experts to access advice from local support teams. The offer also includes Markem-Imaje’s exclusive advanced service, for a quick and direct replacement of faulty parts.
On-site services and customisation
For companies that require the on-site option and greater security in the mitigation of risk, Markem-Imaje’s offer includes services such as preventive maintenance in order to avoid costly and unplanned downtime; visits by experts for advanced optimization of the printer fleet and the solution of problems; visits by local assistance technicians. All the maintenance packages can be customised according to the customer’s needs, with different service levels adapted to the required level of functionality.
Sean Cox, director of Markem-Imaje Global Services
«Our goal is that customers, regardless of their size, segment or location, maximise their return on their investment in our hardware and software, as well as their performance levels, in order to obtain greater benefits from their purchase. It’s not just a question of having the right tools, but also of optimising their use. This is the goal of our customised maintenance services: a large part of our offer guarantees the provision of support services in almost real-time, in order to fill gaps in workforce skills and to avoid, where possible, the need to make in-person visits or wait for assistance».
