The concept of “customer centric” services

ACMA (Coesia Group) has continued to evolve its customer support strategies, following the development of technology and market trends, developing advanced technologies to increase the speed of responses and the efficiency of services provided to customers.

From remote support and monitoring of machine conditions and performances, the company now offers a complete and scalable package of technological and digital solutions to increase production line efficiency.

Predictive systems, comprising sophisticated networks of sensors and state-of-the-art software, are employed to avoid downtime and optimise operations like the ordering of spare parts (HMI, Webshop, Remote assistance). Even during the lockdown, all these tools enabled the company to operate at full capacity to support its customers.

The value of expertise: Early Engagement

Aside from its technology, ACMA relies on the value of human experience and expertise. This is why it has implemented the process of “Early Engagement” starting from 2018.

This process involves introducing a customer service specialist - straight from the very first phases after an order - who works alongside the sales representative to accompany customers throughout the construction and installation process of the machine.