Remote support: how Minipan achieved 50% growth with IXON

How digitalization and cloud monitoring transformed the after sales service of a global industrial bakery equipment manufacturer.

Minipan is an Italian manufacturer of industrial bakery machinery that specializes in machinery for the forming stage of the baking process and serves customers worldwide.

Watch the video or read the article below to discover how Minipan delivers fast, reliable remote support across the globe with IXON.

Content developed in collaboration with Intono.

Challenge

The industrial baking market has changed dramatically in recent years. Demand for clean-label products, made without chemical additives, has introduced new technical challenges for machine builders. Natural fermentation processes can exceed 36 hours and require continuous monitoring to ensure consistent quality and productivity.

For Minipan, this meant developing machines capable of handling artisanal dough at industrial scale. But the real challenge went beyond the machinery itself. With installations spread across the globe, Minipan needed a remote support system that matched its global footprint.

Their existing on-premise remote access solution fell short. Configuration was complex and time consuming, requiring manual IP registration and firewall port adjustments. Access was limited to machine programs only, without visibility of the operator panel. As a result, issues that could have been solved remotely often required on-site visits.

IXON is the perfect tool for us. We can create dashboards that allow us to communicate with our customers in real time.

- Bruno Fusari, President of Minipan

Solution

In 2022, Minipan partnered with IXON to modernize its remote support approach. The goal was clear: monitor production lines from day one of installation and generate a continuous flow of insights. These insights allow Minipan to optimize machines and deliver solutions tailored to each specific requirement.

Minipan can now securely access machines remotely and monitor real time industrial data. The edge gateway comes preconfigured and automatically connects to the cloud once online, giving Minipan full visibility of the machine, including remote HMI access. Cybersecurity and certifications are fully managed by IXON, allowing the team to focus entirely on supporting customers and improving operations.

Cybersecurity is managed by IXON. For us, this means faster operations and fewer risks.

- Enrico Cardinali, IT Manager at Minipan

Thanks to the flexible connectivity options, LAN, Wi-Fi or mobile data, Minipan can support customers anywhere in the world. Even during installation, a simple data SIM is enough to ensure immediate remote access and support.

This direct and reliable connectivity made it possible to organize remote support differently. The transition from a single-user setup to a multi-user cloud environment enabled Minipan to build an independent and scalable remote support department. Support engineers can now intervene directly, with full visibility of the operator panel as if they were on-site.

Through IXON’s cloud management panel, Minipan defines precise access levels for each authenticated user: from basic data monitoring to full programming access on the remote HMI.

Thanks to this information, we can make faster and more accurate technical decisions, transforming every installation into a source of continuous improvement.

- Antonio Ruzza, Software Manager at Minipan

Result

The impact of IXON on Minipan’s operations and business model has been substantial. Minipan found in IXON what they lacked before: ease of use combined with inherent cloud security. 

• Remote support has become faster, more autonomous, and more effective, significantly reducing response times and improving customer satisfaction.
• Access to machine data has enabled continuous technical improvements, including updates to machines already installed at customer sites.
• The insights gained form the foundation for future innovations, such as vision systems and AI-driven automation.
• Minipan transformed remote support from a cost into a revenue generating service. What was once offered for free is now packaged into premium after sales service offerings that customers immediately recognize and value.

Our after-sales packages allow us to enhance our offering and provide customers with something tangible and immediately perceptible.

- Franco Fusari, Partner & Sales Director at Minipan

Since implementing IXON, Minipan has achieved approximately 50% revenue growth, with remote services becoming a key competitive differentiator.

Looking ahead, Minipan continues to build on its digital foundation, exploring AI-driven support, multilingual assistance and deeper data analysis to further enhance its service offering.