CASE STUDY

Comexi

How we have helped Comexi improve their after sales support and monetize it

Equipment Manufacturers

Spain

2018 – today

Remote Eye

The challenge

Comexi is a family-owned packaging equipment manufacturer founded in 1967. With a commercial network and spare parts available in more than 100 countries, it builds capital goods for the flexible packaging conversion industry.

Before remote solutions, Comexi offered after-sales service by phone, email and Skype. Whenever a customer called with a machine problem, the team was working blind and had to rely only on the customer’s description.

The solution

Comexi adopted Remote Eye, Wideum’s software for smart glasses, smartphones, tablets and PCs, to share information between on-site and support teams. With Epson Moverio smart glasses, a remote expert at headquarters guides the field technician standing in front of the machine to solve the issue.

The glasses are reliable and easy to use, and they remove the language barrier: nobody has to explain which part needs checking, because the expert sees it.

Reduce machinery downtime for end customers
Lower service costs: travel and downtime
Remote experts guide technicians through Epson Moverio glasses
No language barrier: the expert sees the machine
After-sales service turned into a new revenue line

Products used

Results

Comexi added value to its after-sales service by helping end customers reduce equipment downtime. It also turned the service into revenue, with more than 70 new contracts involving Epson Moverio smart glasses, and saves up to 50% in repair costs when a critical situation appears in a machine.

Up to 50%

savings in repair costs in critical situations

70+

new contracts involving Epson Moverio smart glasses

“With Wideum’s support we can constantly improve and adapt new functionalities that provide a better service for our clients, resulting in an increase of 17% in the after-sales demand.”

Esteve Roura

Technical Service Director

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