17.04.2024 / Felix Stirnimann

Smart Factories Need Smart Service!

A smart factory designed for productivity also needs an innovative service approach. Here at Müller Martini, we recognized this early on, proactively configuring our service offering so that our customers can tap into the full potential of their machines. The extensive, modular offering is combined into MMServices and accompanies our finishing solutions throughout their entire life cycle.

Due to the current economic conditions, the printing industry is also facing major challenges, forcing companies to act in order to remain competitive. Besides new, efficient production solutions, service also plays a key role in meeting customer expectations. Given the ever tighter delivery deadlines, unplanned production stoppages are a no go. In recent years, Müller Martini has invested extensively in its service offering and network, both in terms of staffing and technology. As a result, we have established ourselves as a reliable partner in the industry. This fact is underscored by customer feedback. Over 90% rate our services positively.

To continue to ensure this, we have consistently developed our offering, combining the services under the label MMServices. In this way, we follow a proactive life cycle management approach. We support you in maintaining the productivity of your finishing systems throughout their entire service life. Each machine is categorized by life cycle and the availability of spare parts and support is defined accordingly. In the central MPOWER portal, your installed base and the status of the individual machines is displayed transparently.

Focus on the customer
The first touchpoint within the service offering is MMStartup. It starts with installation and startup and ends with system relocation or disassembly. In between, service products are available such as MMImprove for training or production support in the ramp-up phase. Müller Martini’s MMParts is a first-class spare parts program with a high availability – 90 percent of ordered parts leave our premises same-day. The actual services are pooled under MMSupport, focusing on fast response times, expert troubleshooting, and transparent communication with the customer. As part of MMInspect, machines are put to the acid test to ensure that they are in perfect condition and tapping into their full potential. And with MMUptodate, Müller Martini has issued a catalog listing all new products and features to keep the machine up to date across all life cycle phases.

The requirements of our customers for service and support are very individual. Aspects such as the business model or usage rating play a key role. The break & fix approach is becoming increasingly less important. Today, customers expect planned, structured, and budgeted service – something MMSelect can deliver. We work with our customers to arrange tailored services.

Data-driven service and support
To be able to offer you very specific services, we optimize them based on your individual production data. By introducing our MPOWER customer portal, we have opened up totally new opportunities to develop data-driven solutions. MPOWER features comprehensive analysis and reporting tools to analyze and visualize data gained based on various criteria. Users can view the productivity of a system per order, per shift, or over a defined period of time. Another example is a retrofit kit for tracking the power and air consumption of an installed system and take countermeasures as necessary. By the way, more than 2,000 customers now use the MPOWER customer portal.

The numbers speak for themselves
In the event of a machine standstill, quick response times are, without fail, the most important factor. This is why the Müller Martini call center is available around the clock. You can either contact the center by phone or make an eCall using the new MPOWER function. Over 90% of requests are resolved quickly in this way. We set up our eShop over ten years ago and have optimized it continuously ever since. Today, 40% of all spare parts orders are handled through the platform. And if all else fails, Müller Martini has over 32 service support points worldwide and can rely on 330 service and support technicians. In Africa and the Near East especially, sales partners are responsible for service and support, expanding our network once more and enabling us to guarantee fast response times even in remote areas.

Current data from production act as the foundation to make fact-based service decisions together with you. We offer various services to analyze the current situation in finishing and define additional measures based on the analysis. The result may be employee training, a hardware or software upgrade, or a new investment.

We will present this consultation approach in detail at drupa 2024. Of course, artificial intelligence (AI) has already found its way into service, in the area of remote support. It aids our specialists in providing you with solutions even faster. With the help of AI, the relevant documents can be found even faster and the problem eliminated quickly.

The key figures for MMServices at a glance:

  • Customer satisfaction over 90%
  • 32 service support points worldwide
  • 330 service technicians worldwide
  • 110,000 stocked spare parts
  • 90% of orders shipped same-day

All of this and much more can be seen at drupa 2024 at Müller Martini’s booth B50 in hall 1. I look forward to discussing our services with you there. Have you already signed up for a personal appointment? You’ll find all the relevant information here.

Felix Stirnimann, Global Service Business, Member of the Executive Board at Müller Martini

17.04.2024 Felix Stirnimann Global Service Business, Member of the Executive Board, Müller Martini