Case Study: Marchesini Group achieves faster remote support and improved first-time fix rates with Acty augmented reality assistance

Marchesini Group Enhances Its Service With Augmented Reality Assistance And Smart Glasses

The Marchesini Group, a manufacturer of packaging machinery for the pharmaceutical and cosmetics industries, faced significant service challenges due to its global customer base. With machines located in dozens of countries, the company struggled with communicating technical problems and resolving issues quickly and accurately through its existing technology. To overcome these obstacles, Marchesini turned to the vendor Acty for a solution.

Acty implemented an augmented reality assistance system for Marchesini, utilizing a white-label app and Epson smart glasses. This solution enabled remote support and maintenance, allowing the company's technicians to provide more effective troubleshooting from a distance. The results included an improved first-time fix rate, a reduction in resolution time, and more productive and scalable support, which proved to be essential during the lockdown period.

Marchesini Group

Mirko Ballo

Customer Care Director