G.D is the leading manufacturer of machines for the production and packaging of everything related to the tobacco industry, and plays a major role as the only supplier of complete high-speed lines and a wide range of solutions.
In sectors such as machines for the tobacco industry, the provision of a remote after-sales support service capable of generating predictive maintenance analytics and cutting down travel expenses has become part and parcel of a company’s formula for success.
G.D was interested in the Aftermarket phase and requested the development of a platform capable of providing initial active support in the form of a help desk to the end customer for equipment.
In terms of after-sales support, by aligning themselves with and attempting to boost innovation in the development of the sector, G.D planned to design a web and mobile technology platform featuring a usable software capable of putting the back office in contact with the end customer’s maintenance workers, translating the information into comprehensible instructions through the use of multimedia chat and video conference calls, making it possible to view the equipment in real time.
Besides lending their expertise to web development and design and introducing highly innovative technologies and advanced protocols for remote communication with the customer’s automatic machines, Sysdata took great care in managing the project, bringing the task force of the electronics department closer to that of the IT department to ensure that every phase of the project was carried out successfully.
Through their integration of various features to the end customer's advantage, in a short space of time, G.D was able to achieve a functional version of the RPA platform. The speed and stability of the video chat tools between the back office and the customer allow for remote intervention with direct instructions given to the machine operator, as well as software backup and updates to the machine. In addition, the advanced ticketing system allows for requests to be monitored over time and for assistance schedules to be defined for the machines.
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