AWL accelerates global service with secure remote access solution

Find out how AWL took its remote service to the next level with IXON: faster, more secure and with the full confidence of both customers and their IT departments. Learn why IXON is now built into every machine by default, with security in mind.

AWL operates worldwide as a machine builder and system integrator enabling advanced automation processes with smart robotic solutions in, in particular, the automotive, metal and logistics industries.

Challenge

AWL previously used a remote access solution combined with its own VPN server. This solution was becoming outdated, difficult to manage and didn't offer sufficient ease of use and security. “We were looking for a turnkey solution that we only had to manage, instead of building and maintaining ourselves,” says Mark Veldman, IT specialist at AWL.

The old solution was an in-house developed system. As it aged, the management became more complex and the encryption no longer met the latest requirements. "That was the moment for us to professionalize and partly outsource the management. We want to focus on what we are good at: designing and developing machines, and not on keeping IT solutions alive," said Helmer van de Weg, System Engineer at AWL.

Solution

AWL explored several remote access solutions, but they were inadequate: they lacked features such as SSO, were expensive or required in-house development. The breakthrough came unexpectedly during a dinner with two former classmates. "They showed on their phones how to use IXON to quickly access machines. I was immediately excited," Helmer says.

The right structure within 1 day with Routeco

Not much later, AWL got into a conversation with distributor Routeco. Frank Verstappen, Key Account Manager at Routeco Netherlands, immediately brought the right expertise to the table at AWL by involving technical specialist Menno Buitenhuis from Routeco. Thanks to the short lines of communication between AWL, Routeco and IXON, AWL was able to set up the right structure and seamlessly integrate the solution into its existing workflow within just one day. The collaboration resulted in a fast, professional and future-proof rollout.

"The product has sold itself by simply doing what it promises. That's the bottom line for us: it just has to work, always. And that's what IXON does."

- Helmer van de Weg, System Engineer at AWL

User-friendliness and security at the heart

Although saying goodbye to the old solution carried risks, the switch to IXON went smoothly. “Support was good, implementation flawless and it works just as promised,” Helmer said. With its fast mobile access and user-friendly interface, IXON offers immediate added value. "For us, speed is crucial. Now I log into the machine with a few clicks via my phone and don't have to start up my laptop."

“Thanks to quick access through IXON, we can now often help customers within minutes.”

- Helmer van de Weg, System Engineer at AWL

Acceptance by both customers and IT departments

Remote access is subject to strict IT assessment in many sectors, such as automotive. Thanks to its clear documentation and transparent security approach, IXON inspires confidence in even the most demanding customers. IXON is now a standard part of every AWL machine.

"Our sales team puts the gateway directly on the parts list, so the conversation is held early on. That increases customer acceptance." AWL deliberately chose the SecureEdge Pro gateway because of its advanced security chipset and powerful performance. “With the SecureEdge Pro, we can offer the most secure option by default and provide global service without a physical presence.”

Single Sign-On and SCIM

Single Sign-On (SSO) is a hard requirement for AWL: "We are audited regularly. All our applications must support SSO directly. IXON fully complies with this and offers additional convenience for identity management with SCIM," says Mark.

A solution that simply does what it is supposed to do

For AWL, reliability is key. "We don't want to worry about management or explain why something is secure. IXON does what it promises," Helmer says. "Communication with support is fast, the documentation is clear and adoption internally and with customers is smooth. For us as users, that's what counts."

Result

The benefits of IXON are widely perceived within AWL:

• Faster and improved service delivery
  "With IXON, we can now connect and support customers directly within minutes. This delivers noticeably faster service and better response times."
  
  
• Standardization in global service
  IXON is built in by default with customers who don't have their own VPN solution, regardless of whether they have a service contract. “Our engineer needs to be able to log in, worldwide.” Helmer said.
  
  
• Future-oriented technology
  In addition to remote access, AWL is now exploring the use of IXON for data logging and dashboards. “We see it slowly growing into a critical component within our machines.”
  
  
• Satisfied users
  "No one is complaining, and that's usually the best sign. Things are going surprisingly smoothly."