Production plants in practice


In your managerial role, solving problems is certainly one of your tasks. In the manufacturing industry, however, the possible number of problems is almost unlimited, as are the corresponding ways of solving them. Does a machine need attention? If so, which one? And who is the right person to solve the problem in question? Hardly any industry has to cope with such an abundance of possible error sources and solution paths.

Classic production process

These are the challenges

In everyday work, problems often arise that cannot be solved by the employees themselves, which is why other people have to be called in. The persons called in come from the own area (department), from other areas, in larger companies also from other plants or even from completely different companies (e.g. experts from the manufacturer of an affected machine).

The group of people consulted differs depending on the problem and the availability of the people and is not fixed from the outset, but usually changes dynamically in the course of problem solving.

The procedure for processing the request often does not follow a completely definable pattern. Depending on the urgency and nature of the problem, shortcuts, loops (e.g. through consultations) and ramifications (e.g. through forwarding to external experts) are the rule.

Requests and problems are often recurring, i.e. it would be useful for all involved to be able to access already resolved cases quickly and easily.

Current practices

How will this be solved TODAY?

Due to the great variability in the people and processes involved, as well as the numerous interfaces to different people, the established workflow systems are not applicable, or at least not consistently.

Therefore, the usual communication tools (email, messenger, telephone) are mostly used - often in a mix.

If solved problems are documented, this is done via the manual transfer of communication.

This is not the ideal solution...

what are the disadvantages?

Best Practice


The MEXS Smart Factory Solution takes on your challenges and makes them its own. By combining interfaces to machines, modern communication channels and a digitalisation platform, we simplify and automate your service processes:


With the MEXS solution, employees immediately scan the QR code attached to the defective equipment (such as a machine), or create the service case manually, or the machine independently sends a signal to the app in the event of a malfunction.


This automatically generates a service ticket and shows the "production history", e.g. when the equipment was produced (batch no.) or how long ago the last maintenance was carried out.


Zusätzlich generiert der Scanvorgang oder die automatische Meldung eine eigene Chatgruppe. Falls Hilfe direkt an der Maschine gebraucht wird, kann über einen Button der nötige Spezialist benachrichtigt werden. Falls Hilfe vom Hersteller oder externen Spezialisten benötigt wird, können diese in den Fall einfach mit einbezogen werden.


The fault report, chat group and service ticket are linked to each other.


See at any time the complete and permanently documented communication (pictures of the problem, plans, work instructions, order confirmation, etc.) and all open as well as completed tasks.


The self-learning function allows you to speed up the repair.

You get all this packaged in your own app, based on the MEXS digitisation platform.


Wiederkehrende Fälle und Lösungen werden dokumentiert. Verbessern Sie Ihren Service so kontinuierlich.


Erhöhen Sie die Verfügbarkeit Ihrer Anlagen und Maschinen durch besten Service.


Sie benötigen externe Spezialisten? Integrieren Sie diese ohne Umwege in Ihren Servicefall.


Up to 50% shorter processes and response times.

What we can still do


The MEXS platform makes it easy to show this. You can clearly see the areas of your value chain where MEXS comes into play.


Through human-machine integration (automatic reporting, communication, documentation), we digitise the previously mostly manual service.


By adding the HR widget (sickness, time, leave), MEXS digitalises your HR processes. The company portal also connects your company with customers, employees or suppliers. For MEXS, digitalisation also means that everything is accessible via mobile devices - and that the product adapts to your company and not vice versa.

Dieffenbacher, a global machine and plant manufacturer, faced interesting challenges in the context of digitalisation and Industry 4.0 - including the digitalisation of service processes, both internally and for customers. It quickly became apparent that the flexible core of our platform as well as the expansion options offered an optimal basis for the challenges in service and beyond.

In cooperation with MEXS, the ticket system MyMessenger and other parts of the service platform MyDieffenbacher were developed, which are based exclusively on best practices and lived processes and were created from a combination of various MEXS widgets. In order to meet future challenges from remote service, the networking of machines and systems, but also for internal process optimisation, Dieffenbacher entered into a long-term partnership with MEXS to jointly implement and further develop Dieffenbacher's digitalisation roadmap. We are particularly proud of this trust placed in us.

This is what Peter Martin, Head of Service Global, Dieffenbacher, says:

"MEXS became a key partner for us because together we were able to solve a relevant problem and thus create added value for all parties involved. The possibility to develop our own solutions based on the platform, while being able to combine and integrate the existing infrastructure in any way, was also crucial."

Talk to us!

Do you have questions or would you like to test the MEXS platform free of charge?
We would be happy to advise you on this. Get in touch with us!

Talk to us!

Do you have questions or would you like to test the MEXS platform free of charge?
We would be happy to advise you on this. Get in touch with us!