How IXON enables efficient service for machine builders

    Your machines are world-class. Your service should be too. In today's market, excellent service delivery isn’t a bonus, it’s a differentiator. A traditional, reactive approach just doesn’t cut it anymore. Downtime is costly and customers expect fast and proactive support. But, that’s easier said than done.
    That’s where IXON comes in. 

    IXON is 100% focused on making machine service effortless, so you can reduce downtime, resolve issues faster and deliver the high-quality service your customers deserve. 

    Why excellent service is a key differentiator

    For machine builders, service used to be a secondary concern, something handled reactively, when a customer called with a problem. Today, it’s a critical part of the business. Here’s why:

    1. Growing competition

    The number of machine builders in the market is increasing, especially in Asia, and so is the pressure to stand out. Delivering a distinctive, high-quality service experience helps retain customers, strengthens long-term relationships and creates a clear competitive edge.

    2. Sensitivity to economic cycles

    Machine sales are often influenced by external economic factors. For example, during downturns in industries like agriculture, machine investments slow down. This makes revenue from machine sales vulnerable. Building a strong, recurring income stream through service helps offset that fluctuations.


    3. Service teams are stretched thin

    Attracting skilled engineers is increasingly difficult, and when experienced employees leave, valuable knowledge often leaves with them. By optimizing service processes and workflows, teams can serve more customers without needing to grow headcount.


    4. Machines are more complex than ever

    Modern machines are packed with sensors, software and advanced automation. While this opens up opportunities, it also makes troubleshooting more difficult. Service teams need the right tools and insights to quickly understand and resolve issues, often remotely.

    Why service is more important than ever

    For machine builders, excellent service is no longer just a cost center, it’s a strategic advantage. It drives:

    • Customer satisfaction and retention
    • Brand reputation and trust
    • Long-term machine performance and ROI
    • Recurring revenue from service contracts

    In many cases, service is the difference between a one-time sale and a long-term partnership. That’s why the most forward-thinking machine builders are investing in platforms like IXON: to deliver better service with less effort.

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    Key challenges for machine builders in service

    While improving service is crucial, machine builders face several practical hurdles:

    1. Cybersecurity concerns

    Remote access to machines is essential, but it also raises cybersecurity risks. Many factories are cautious about external access and may not accept standard solutions, making it harder to implement effective service processes.

    2. Tool integration

    Service tools need to integrate seamlessly with existing IT systems (ERP, PLM, etc.). Without this, teams waste time switching between platforms and struggling with fragmented data, reducing efficiency.

    3. Data access & analysis

    Accessing real-time, reliable machine data is a challenge. Even when data is available, analyzing it effectively to gain actionable insights can slow down the service process.

    4. Customer collaboration

    Clear communication with customers is essential. Machine builders need a system that allows both parties to easily share knowledge, track actions and monitor machine performance.

    5. Future-proofing tools

    Choosing service tools that can scale and adapt to future needs is vital. Without flexible and expandable platforms, machine builders risk outgrowing their solutions as their business evolves.

     

    Deliver exceptional service with ease

    At IXON, everything we do is centered around one goal: making it easy for machine builders to deliver exceptional service. We understand the challenges service teams face. That’s why we offer future-proof service solutions that empowers machine builders with:

    Secure remote access

    Connect to your machines on the other side of the world as if you were locally present with IXON’s Remote Access Cloud. Our edge gateways act as the secure link between the machine, corporate network, and the internet. Everything is done according to the highest security standards.

    Real-time machine data

    Monitor and visualize machine data, log performance metrics and analyze real-time information with IXON’s Machine Insights Cloud. By leveraging this data, you can offer proactive service, reduce downtime and improve operational efficiency.

    Seamless collaboration

    Benefit from a user-friendly and customizable customer portal with options for mobile access and role-based permissions. Thanks to IXON’s Service Portal Cloud, you can easily collaborate with customers and efficiently manage service requests.


    With IXON, service becomes smarter and more efficient. Your team can spot issues earlier, solve them faster and work more closely with customers, all without leaving the office. The result? Reduced on-site visits, lower downtime and a significantly better customer experience.

    Service experience


    What makes IXON different from alternatives?

    Unlike many providers who focus on generic remote access or basic IoT features, IXON delivers a complete service platform purpose-built for machine builders. We go beyond connectivity, we empower your service teams to truly excel.

    • 100% focused on enabling effortless service delivery: That’s our promise.
    • Secure and reliable remote access: Multiple security certificates, world’s first IEC 62443 certified gateway and a comprehensive IT-compliant security framework.
    • Future-proof innovation: IXON grows with your business, integrating seamlessly with your IT systems and offering limitless customization, without vendor lock-in.

     

    Service excellence starts here

    If you want to take your service to the next level – not by working harder, but by working smarter – IXON is your partner.

    Let’s make service efficiënt!

    We are ready to show how IXON helps improve your service

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