Case Study: Markem-Imaje boosts support productivity and speeds resolution with Mavenoid

Markem-Imaje Uses AI to Automate Resolution of Support Tickets and Boost Human Agents' Productivity

Markem-Imaje, a global leader in intelligent identification and traceability solutions, needed to deliver fast, consistent support 24/7 for customers who depend on its coding and marking equipment. To reduce downtime and help skilled engineers focus on complex cases, the company partnered with Mavenoid to automate straightforward support questions and improve self-service.

Using Mavenoid’s AI-guided troubleshooting, AI retrieval, and live support tools, Markem-Imaje rolled out support across its website, QR codes on machines, and customer portal. The solution helped provide faster and more personalized support, improve machine reliability, and feed customer feedback into product development, while also enabling live agent escalation and remote assistance for more complex issues.

Markem-Imaje

Jack Rijnenberg

Manager Self Service