Acty Case Studies Marchesini Group's Digital Transformation with Augmented Reality and Smart Glasses

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	Marchesini Group's Digital Transformation with Augmented Reality and Smart Glasses Acty

Marchesini Group's Digital Transformation with Augmented Reality and Smart Glasses

Acty

Technology Category	Analytics & Modeling - Virtual & Augmented Reality Software Wearables - Augmented Reality Glasses, Headsets & Controllers
Applicable Industries	Packaging
Applicable Functions	Maintenance
Use Cases	Augmented Reality Mixed Reality
Services	Training
Challenge	Marchesini Group, a large industrial enterprise that builds stand-alone packaging machines and complete production lines for the pharmaceutical and cosmetics industries, faced significant challenges in its customer service operations. With customers and machines located in dozens of countries, the company struggled with communication issues due to the limitations of existing technology. This often resulted in an inability to resolve issues quickly and accurately. The company's service team, made up of 300 technicians in Italy and 50 specialists worldwide, aimed to guarantee a rapid resolution to their customers: within 12 hours in Europe and North America, and 24 hours in the rest of the world. However, the geographical dispersion of their customers and the complexity of their machinery made this goal challenging to achieve. Read More
About Customer	Marchesini Group is a large industrial enterprise that has grown from a small local business through a relentless process of mergers and acquisitions with complementary companies in the sector. The company builds stand-alone packaging machines and complete production lines for the pharmaceutical and cosmetics industries. It exports 90% of its machinery to Europe, China, the U.S., and Latin America, generating a turnover of more than 430 million. Despite its international dimension, the company maintains the human spirit and artisan production approach of its origins, coexisting with the latest innovations in robotics and digitalization. Read More
Solution	To overcome these challenges, Marchesini Group implemented a program to digitize all its Customer Care services. The company introduced an augmented reality assistance system to support its customers on their machines, ensuring more effective troubleshooting. This system was made accessible through a dedicated app (Acty’s white label) or optional smart glasses that could be set up on any smartphone or tablet in a few clicks. The use of Acty Augmented Reality and Epson Smart Glasses allowed the company to provide augmented reality assistance and remote maintenance to its customers, even during the lockdown. This digital transformation not only improved the company's service capabilities but also proved to be a successful investment in virtual technologies. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Virtual & Augmented Reality Software

Wearables - Augmented Reality Glasses, Headsets & Controllers

Applicable Industries

Packaging

Applicable Functions

Maintenance

Use Cases

Augmented Reality

Mixed Reality

Services

Training

Challenge

Marchesini Group, a large industrial enterprise that builds stand-alone packaging machines and complete production lines for the pharmaceutical and cosmetics industries, faced significant challenges in its customer service operations. With customers and machines located in dozens of countries, the company struggled with communication issues due to the limitations of existing technology. This often resulted in an inability to resolve issues quickly and accurately. The company's service team, made up of 300 technicians in Italy and 50 specialists worldwide, aimed to guarantee a rapid resolution to their customers: within 12 hours in Europe and North America, and 24 hours in the rest of the world. However, the geographical dispersion of their customers and the complexity of their machinery made this goal challenging to achieve.

About Customer

Marchesini Group is a large industrial enterprise that has grown from a small local business through a relentless process of mergers and acquisitions with complementary companies in the sector. The company builds stand-alone packaging machines and complete production lines for the pharmaceutical and cosmetics industries. It exports 90% of its machinery to Europe, China, the U.S., and Latin America, generating a turnover of more than 430 million. Despite its international dimension, the company maintains the human spirit and artisan production approach of its origins, coexisting with the latest innovations in robotics and digitalization.

Solution

To overcome these challenges, Marchesini Group implemented a program to digitize all its Customer Care services. The company introduced an augmented reality assistance system to support its customers on their machines, ensuring more effective troubleshooting. This system was made accessible through a dedicated app (Acty’s white label) or optional smart glasses that could be set up on any smartphone or tablet in a few clicks. The use of Acty Augmented Reality and Epson Smart Glasses allowed the company to provide augmented reality assistance and remote maintenance to its customers, even during the lockdown. This digital transformation not only improved the company's service capabilities but also proved to be a successful investment in virtual technologies.

Impact #1	The implementation of the augmented reality assistance system and smart glasses significantly enhanced Marchesini Group's service capabilities. The company was able to provide more effective troubleshooting and remote maintenance to its customers, regardless of their geographical location. This resulted in improved first-time fix rates and reduced resolution time, making the support more productive, efficient, and scalable. Additionally, the new technology facilitated remote mentoring of new technicians and accelerated technical training, further enhancing the company's service capabilities. The digital transformation proved to be a successful investment, particularly during the lockdown, when the company was able to continue providing uninterrupted service to its customers.

Impact #1

The implementation of the augmented reality assistance system and smart glasses significantly enhanced Marchesini Group's service capabilities. The company was able to provide more effective troubleshooting and remote maintenance to its customers, regardless of their geographical location. This resulted in improved first-time fix rates and reduced resolution time, making the support more productive, efficient, and scalable. Additionally, the new technology facilitated remote mentoring of new technicians and accelerated technical training, further enhancing the company's service capabilities. The digital transformation proved to be a successful investment, particularly during the lockdown, when the company was able to continue providing uninterrupted service to its customers.

Benefit #1	Improved first-time fix rates
Benefit #2	Reduced resolution time
Benefit #3	More productive, efficient, and scalable support

Benefit #1

Improved first-time fix rates

Benefit #2

Reduced resolution time

Benefit #3

More productive, efficient, and scalable support

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Overview

Marchesini Group's Digital Transformation with Augmented Reality and Smart Glasses

Operational Impact

Quantitative Benefit