Acty

Marchesini Group, a large industrial enterprise that builds stand-alone packaging machines and complete production lines for the pharmaceutical and cosmetics industries, faced significant challenges in its customer service operations. With customers and machines located in dozens of countries, the company struggled with communication issues due to the limitations of existing technology. This often resulted in an inability to resolve issues quickly and accurately. The company's service team, made up of 300 technicians in Italy and 50 specialists worldwide, aimed to guarantee a rapid resolution to their customers: within 12 hours in Europe and North America, and 24 hours in the rest of the world. However, the geographical dispersion of their customers and the complexity of their machinery made this goal challenging to achieve.

Salvagnini, a world leader in the design of sheet metal working machine tools, was facing a challenge in providing efficient and cost-effective remote technical support to its thousands of customers worldwide. With a constantly growing fleet, the company needed to maintain its core value of proximity to the customer without negatively impacting resources. The company was looking for an agile tool that would connect its technicians with customers and colleagues worldwide, enabling timely action on a malfunction or failure even remotely. The company's service challenges included shifting to proactive from reactive maintenance, more effectively and cost-efficiently supporting customers worldwide, preventing and better addressing machine malfunction and failure, and enhancing customer relationships.

The dental field has been facing a significant challenge in providing consistent access to practical dental education courses. Traditional in-person courses are increasingly being replaced by remote training platforms due to their convenience and accessibility. However, the need for a new way of delivering skills and competencies and managing learning and training is evident. The challenge lies in bridging the educational gaps of new graduates and the continuing education needs of more seasoned professionals, dentists, and dental office assistants. The goal is to improve service by providing various levels of training, real-time training in augmented reality, and internationalizing the service.