Markem-Imaje launches comprehensive service portfolio for industrial coding

Markem-Imaje, a global leader in supply chain solutions and industrial marking and coding systems, today introduced a comprehensive suite of digital, remote and on-site hardware services. These new services are designed to further optimize their customers' production performance and uptime.

This revamped portfolio of after-sales maintenance packages is specifically tailored to user needs and designed to meet Industry 4.0 requirements. It offers more customization and minimizes downtime thanks to 24/7 remote digital assistance.

"At Markem-Imaje, we want to ensure that our customers, regardless of size, industry or location, get the maximum ROI from our hardware and software and get the most benefit from their investment," said Sean Cox, Director of Global Services at Markem-Imaje. "It's not just about having the right tools, it's about making the most of them. That's exactly the goal of our customized maintenance services. A significant part of our offering focuses on providing near real-time support, addressing any shortfalls in staff skills and, where possible, reducing the need for physical visits or wait times for assistance."

This new offering consists of three levels of maintenance support, with digital self-service now enabling non-experts to solve most problems independently. This aligns with Markem-Imaje's mission to optimize coding efficiency. At the core of the offering is the 24/7 AI-powered virtual assistant, which enables quick troubleshooting, minimizes downtime and provides a quick escalation path for more complex issues. In addition, connected printer services, powered by secure IoT technology, streamline printer fleet operations. These services provide automated process optimization and real-time risk monitoring, supported by 24/7 remote viewing and alerts. Through a user-friendly portal and e-shop, customers can manage their entire fleet of machines and contracts, as well as order and track spare parts and consumables on demand.

The second service package provides full remote support, including 24/7 access to chat agents, live video guidance for immediate remote assistance, and a help desk for contacting local technicians. In addition, this package includes the exclusive Markem-Imaje Advanced Exchange Service, which allows quick and easy replacement of a defective part.

For companies that need personalized service and the added assurance of risk mitigation, the Markem-Imaje offering includes preventive maintenance visits to help prevent costly, unplanned downtime, expert visits to help with unique production challenges and wear & repair visits by local field service technicians.