Experience Meets Cutting-Edge Technology – Delivering the Best Solutions for Our Customers

In technical support, one thing matters above all else: finding the best and most efficient solution for our customers. Achieving that requires deep product knowledge, years of hands-on experience, and the intelligent use of new technologies.

A recent technical training session at our Print Finishing Center in Zofingen clearly demonstrated the power of this combination. The training focused on a Hunkeler Book Block Solution consisting of the UW8 Unwinder, PF7 Plowfolder, CS6-HS High-Speed Cutter, and SD7 Starwheel Delivery.

Among the participants were Nigel Wedge and Grant Walsh from Müller Martini UK. Both previously worked for Friedheim UK, the former Hunkeler representative in Great Britain, and have decades of experience with Hunkeler systems. During the training, an unexpected real-world issue occurred on the UW8 Unwinder:

UW8 Dancer potentiometer out of range 001.003.018
What had been planned as a training exercise suddenly became a practical troubleshooting scenario. With the support of InsightLoop¹, the technicians worked through the problem step by step. The system guided them through the diagnostic process and initially recommended checking the potentiometer using a multimeter. The component was then analyzed with the service tool to rule out a hardware defect.

When no voltage could be detected using the service tool, InsightLoop supported the next stage of the investigation by providing relevant information from technical documentation and electrical schematics. Based on this information, the technicians examined the power supply to the electronic module. The presence of supply voltage ultimately pointed to a defective electronic module as the root cause.

When Experience Meets Technology
What made this situation particularly impressive was the interaction between extensive technical expertise and modern support technology. While the technicians contributed their practical knowledge and diagnostic experience, InsightLoop provided structured recommendations, relevant technical information, and efficient navigation through the available documentation. The system even helped quickly identify the correct Hunkeler part number for the affected module.

The response from the two experienced technicians was overwhelmingly positive. Grant Walsh was particularly interested in the solution and immediately asked about the possibility of gaining access to the platform himself.

For me, this example highlights an important development in technical support. Experience and expertise remain essential. Modern technologies, however, can complement and amplify that expertise. The greatest value is created when in-depth know-how, high-quality data, and digital assistance work seamlessly together.

At Müller Martini, this enables us to help customers analyze issues faster, identify root causes more accurately, and resolve problems more efficiently.

Simply put: when decades of experience meet modern technology, the best  solutions emerge for our customers.

• InsightLoop is an AI-powered platform that helps our technicians handle customer inquiries, service processes, and operational workflows more efficiently. Already used by more than 100 employees at Müller Martini, the solution leverages artificial intelligence to analyze information, provide relevant answers, and support decision-making. As a result, service quality can be enhanced, response times reduced, and selected processes partially automated.