Global scale, local control: how FlexLink standardized its remote service worldwide

In the world of high-end manufacturing, consistency is the ultimate currency. For FlexLink, a global leader in automated production and material flow solutions, maintaining that consistency across more than 60 countries is a monumental task.

With over 1,300 employees and 26 operating units, the challenge isn't just building world-class robotics, it’s ensuring every solution, from a palletizer in Poland to a conveyor in Thailand, receives the same level of support.
FlexLink's PCB handling machine

FlexLink provides sophisticated solutions for a wide range of industries where downtime is not an option: food, beverages, pharmaceuticals, personal care, electronics and automotive. To keep these industries moving, FlexLink recognized that the future of their service model lay in a unified, digital-first approach to automation support and maintenance.

Maciej Kaczmarek, Global Controls Engineering at FlexLink, is at the forefront of this digital transformation. By partnering with IXON, FlexLink has moved beyond fragmented local setups to a standardized, global remote service infrastructure.

"IXON's flexibility, built-in design, high quality and partnership-based approach to business fit perfectly with FlexLink's strategy."

- Maciej Kaczmarek, Global Controls Engineering, FlexLink 

Challenge: unifying a global footprint

Before implementing a centralized solution, FlexLink faced the complexity of managing a
globally distributed organization. Each operating unit integrated local projects to meet
specific customer requirements, but this decentralization made it difficult to maintain a
consistent service standard.

FlexLink needed a solution that could:

• Standardize troubleshooting: Create a common method for digital enhanced projects to accelerate response times.
• Ensure cybersecurity: Provide a reliable, secure connection that meets the demands of global manufacturing.
• Manage complex user permissions: Handle a massive install base where local teams need autonomy, but the central organization needs oversight.

The only way to achieve the three objectives above was to implement a uniform and reliable remote access tool that allowed the right expertise to be deployed quickly, regardless of geographical location. Although FlexLink initially considered developing an in-house solution, the team ultimately opted for a specialized external solution. “Using an existing, proven offering was more cost-effective in the long term due to lower maintenance requirements and also shortened the implementation timeline,” Kaczmarek explains.

FlexLink's robotic palletizing solution

Solution: a hierarchical cloud for local autonomy

FlexLink standardized its hardware and connectivity using IXON routers and the IXON Cloud platform. This enabled them to create a hierarchical user management system, allowing
local units to manage their own machines while remaining under the global security
umbrella.

By utilizing Advanced User and Device Management, FlexLink created independent local networks using device registration profiles. This reduces the burden of central maintenance while allowing local teams to act as the first line of support. To maintain world-class security, they implemented a strict Access Request and Approval workflow. This ensures that no technician enters a customer’s network without explicit permission.

Furthermore, the use of Temporary Access allows FlexLink to grant specialized engineers time-limited entry to a system to push updates or tune performance. This "least-privilege" approach maximizes security and builds significant trust with their global customers.

Electrical assembly at the FlexLink facility

From support ticket to R&D roadmap

The true value of the partnership was tested when FlexLink identified a specific requirement for their hierarchical structure, a feature that did not yet exist in the platform. Rather than offering a generic workaround, IXON’s support team worked closely with FlexLink to understand the gap. The request was escalated to IXON’s R&D team, who began implementing the ‘hierarchical user groups’ feature specifically to meet FlexLink’s needs, which in turn increased their operational efficiency.

Result: uniformity, security and faster response

Whether FlexLink is deploying its standard robotic systems or engineering a bespoke
automation layer, the IXON platform ensures that every project is born "cloud-ready". This
partnership allows FlexLink to remain agile in a shifting market. As Kaczmarek puts it: “The
flexibility is embedded in what we are developing.”

This standardized approach does more than simplify maintenance; it serves as a foundation for new commercial models. The solution supports service offerings with a Service Level Agreement (SLA) for FlexLink's customers. By providing guaranteed response times and high tier support, IXON opened this possibility to extend business and deepen customer partnerships.

A primary hurdle was the limitation of existing market tools. “Other tools are not this flexible,” Kaczmarek notes. “Other suppliers were providing support more on a local level, and IXON was more suitable on the global level.”

FlexLink's aluminum conveyors in food production

Conclusion

For FlexLink, the IXON Cloud isn't just a tool; it's a strategic pillar that supports their global
network of partners and customers. By standardizing on a flexible and secure platform,
FlexLink has ensured that no matter where in the world a factory is located, expert help is
only a click away.