MMSupport: Virtually On Site – Fast Support for Maximum Production Reliability
In production environments, every minute counts. When a system stops or an issue occurs, customers expect one thing above all: a fast and competent solution.
This is exactly where MMSupport comes in.
With a dedicated hotline, remote support capabilities, and a global network of experts, Müller Martini helps customers minimize downtime, maximize equipment availability, and ensure reliable production processes.
Remote Support: Responding as if We Were Right There
Many challenges can now be resolved efficiently without waiting for an on-site service visit. This has become increasingly important in today’s environment, where travel may be complicated by geopolitical tensions, regional uncertainties or short-notice restrictions.
Through a secure TÜV-certified Remote Line connection, MMSupport specialists can directly access remote-enabled systems, analyze issues and immediately initiate corrective actions.
The key benefit for customers:
Real-time expert support – regardless of location, travel time or national borders.
Support engineers, system specialists, software engineers and product experts can work simultaneously on a case, helping customers return to full productivity as quickly as possible.
When required, remote support can also assist local service technicians during on-site interventions, ensuring efficient, coordinated and transparent problem resolution.
Strong Collaboration Behind Fast Support
Reliable remote support begins long before an issue occurs.
Müller Martini works closely with customers during installation to define, configure and test all technical prerequisites, network access requirements and security standards together with the customer’s IT team.
At the same time, multiple Müller Martini departments collaborate closely – from Customer Service and Engineering to Network and System Specialists.
The result is a secure infrastructure that enables fast, professional and highly efficient support whenever it is needed.
1. Practical Example: Production Downtime at a Leading Packaging Manufacturer in Germany uickly Resolved
An active production job suddenly could no longer be processed, even though everything had been running perfectly the previous evening.
Using Remote Line, MMSupport analyzed the situation together with the customer. It quickly became clear that the root cause was neither mechanical nor electrical.
A system specialist was immediately involved and identified the issue: a customer-specific setting had caused the production job to close automatically.
Through remote access, the production could be reactivated immediately.
Customer Benefit
A brief interruption instead of an extended production stoppage—without travel time, without waiting for an on-site intervention and without having to recreate the entire production job. This also helped prevent potential reputational damage for the customer.
2. Practical Example 2: Issue Identified – Production Restarted in Less Than 15 Minutes
A production line repeatedly reported Data Matrix code reading errors. The initial feedback was: “The Data Matrix code is being read.”
However, a joint analysis via Remote Support quickly revealed the actual cause:
A code was indeed being read—but it was the wrong one. A slightly offset Data Matrix code was mistakenly captured instead of the intended code.
By making a quick adjustment to the reading window, production was able to resume immediately.
Customer Benefit
The problem was identified and resolved in less than 15 minutes—without waiting time and without the need for a specialist to travel to the site.
More Than Support: A Partner for Long-Term Production Reliability
MMSupport is much more than traditional troubleshooting.
It means:
- Fast response times
- Direct access to specialists
- Real-time remote diagnostics
- Transparent communication
- Maximum equipment availability
In Short
MMSupport enables us to respond as if we were directly on site—helping our customers stay productive at all times.
