CASE STUDY

Confidential (Marel)

How we helped to Improve their Customer Service

Equipment Manufacturers

Russia, Brazil

2020 – today

The challenge

The company is a global leader in food processing. It provides software, services, systems and solutions to the fish, meat and poultry processing industry, and its solutions reduce waste while improving yields.

During the first Covid-19 lockdown, it had to install new machines in manufacturing plants in countries such as Russia and Brazil to keep food processing running. All its technicians and engineers had to be trained to install the equipment, and plant technicians needed a direct connection with engineers at headquarters.

The solution

Since 2020 the company has relied on Wideum for smart glass software and hardware support. It uses the solution as a support add-on to its service contracts, which helps it respond faster to customer requests, mainly with RealWear HMT-1 smart glasses.

The intuitive, fully hands-free RealWear HMT-1 headset leaves both hands free for the task while technicians access all the information they need and communicate live.

Connect plant technicians with engineers at headquarters
Install new machines during the Covid-19 lockdown
Immediate helpdesk support as added customer value
Hands-free work with RealWear HMT-1 headsets

Results

Plant technicians connect with headquarters engineers, installations went ahead despite travel restrictions, and the company adds value for its customers with immediate support from its helpdesk.

The Company needed to install new machines in their manufacturing plants in countries like Russia and Brazil to continue with their food processing operations while the world was entering a massive lockdown during the first Covid-19 outbreak.

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