SMART SERVICE SOLUTION

ONE PROCESS AND ONE PLATFORM FOR YOUR SERVICE

What channels does your service desk use to communicate? Telephone? E-mail? WhatsApp? Facebook?

Do you create your ticket manually? How quickly do you find internal additional information for the respective request?

Do you document your solution paths and find them again quickly in case of recurring problems?

From the practice

How is this being solved TODAY?

Changing availability of relevant contact persons and different communication channels often do not allow for standardized processes. Established workflow systems are therefore not or not consistently applicable.

The communication mix (telephone, e-mail, WhatsApp or even Facebook Messenger) additionally complicates the important documentation of the solution paths.

Valuable knowledge disappears. 

It's not the ideal solution...

what are the disadvantages?

best practice

With MEXS you are faster and your work is sustainable.

The MEXS Smart Service Solution solves the challenges listed above on a single platform. Together we automate your service process:

REPORT DISTURBANCE

Employee (e.g. via QR code on the machine) or machine itself (IoT-enabled) initiates service process.

CREATE TICKET

System generates ticket and stores relevant data on the life cycle of the machine (serial numbers, maintenance plans, etc.)

AUTOMATIC CHAT GROUP

Chat group connects all stakeholders relevant to problem resolution as needed (e.g., production manager, manufacturer's service representatives, etc.).

RELATED OPERATIONS

Fault report, chat group and service ticket are linked in one process and on one platform.

DOCUMENTATION

All conversations (text, audio, video) and data (pictures, work orders, etc.) are documented and retrievable.

INTELLIGENT SYSTEM

The self-learning function speeds up the repair of reoccurring faults.

MEXS offers all this from a single source, regardless of the end device.

DOCUMENTATION AND ANALYSIS

Recurring cases and solutions are documented. Improve your service continuously.

ASSET AVAILABILITY

Increase the availability of your systems and machines with the best service.

REMOTE SERVICE

Do you need external specialists? Integrate them into your service case without detours.

REDUCTION OF RESPONSE TIME

Up to 50% shorter processes and response times.

What else we can do

THE MEXS PLATFORM

With the MEXS platform, we are able to bring digitalization to life in many areas of your value chain.

INDUSTRY 4.0

Through human-machine integration (automatic communication and documentation), we are digitizing the service that was previously mostly handled manually. IoT opens up new possibilities for us here.

DIGITIZATION

We network your company and your employees with customers, suppliers and machines. For MEXS, digitalization also means that everything is accessible mobile and device-independent (BYOD). By adding HR widgets (sick leave, time recording, vacation request), MEXS also digitizes your HR processes. We adapt the product to your company and not vice versa.

Success Story: Dieffenbacher

Dieffenbacher, a global machine and plant manufacturer, was faced with an interesting challenge in the context of digitalization and Industry 4.0: digitalization of the service process, both internally and for customers. It quickly became apparent that the flexible core of our platform as well as the extension 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. The solutions were developed from best practices, lived processes and a combination of various MEXS widgets. In order to meet future challenges in remote service and in the networking of machines and systems, Dieffenbacher entered into a long-term partnership with MEXS. We are particularly proud of the trust placed in us and look forward to continuing to grow together.

Says Peter Martin, Head of Service Global, Dieffenbacher:

"MEXS has become a key partner for us because together we solve a relevant problem and thus create added value for all stakeholders. The ability to develop our own solutions based on the platform, while being able to combine and integrate the existing infrastructure as desired, 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!