Sodick-America, CA, USA
Hardware manufacturer
Results:
Сustomer support time reduced 50+ times
Data analytics for up to 100k complex industrial machines
Machine downtime reduction
Context
Sodick is a world leading company in manufacturing of high-precision electrical discharge machines (EDM) and metal 3D printers.
Problem 1, challenge
Some support cases for the Sodick customers require Sodick tech support team members to be present onsite.At the same time, the client is concerned that this kind of support takes significant time to resolve and budget, as tech specialists need to travel, keeping in mind the growing number of machines and the geography of customers (worldwide).
How we solved the problem
From customer's expectations, the best solution would be an ability to remotely diagnose and resolve some support cases.So we provided a secure cloud-based software solution that connects the client's tech support team and the customers' hardware, with customer team overseeing the process. Utilizing this tool, the support team does not need to go onsite.
No need to travel onsite for the support team
Cloud solution for secure connectivity and remote machine maintenance
Customer queue and notifications management, online customer and support team collaboration mechanism
Problem 2, challenge
The client's customers operate tens of thousands of devices across the world.Customers experience machines downtime which slows down production lines. At the same time, there is no reporting/analytics tool that would bring the machine statistics together even within a single customer.
Data volumes produced by machines is huge and needs to be kept for a long time. Some of client's customers are obsessed with data security, and not willing to share machine data.
How we solved the problem
We built a cloud solution for the client, that provides client's customers with the machine maintenance automation and analytics their businesses need.As security was one of the cornerstones, the software is built with multi-layered security to protect the data.
For the customers who are not considering sending machine data to cloud at all, an on-premise software package version is supplied.
Online tool that provides data analytics across locations
Automated alerts reduce hardware downtime
New client's customers business opportunities such as automation on a global scale
Solution for customers that do not consider cloud solutions
