The Client

A leading global pharmaceutical packaging equipment manufacturer.

The Business Challenge

The client struggled with long turnaround times for warranty and maintenance services after machine deployment. With no digital touchpoint post-sale, customer relationships were weak, leading to missed opportunities for service differentiation, data insights, and potential revenue streams.

Our Solution

Axcend developed a custom IoT-based remote monitoring solution that connected deployed machines using open-source MQTT protocols. This enabled low-bandwidth, real-time data access across customer locations.

Key features of this solution:

• Multi-protocol connectivity
  The system enabled reliable data collection even from sites with low bandwidth, ensuring robust remote access without on-premise IT changes.

• Real-time process monitoring
  Operational parameters like OEE, availability, and yield were monitored in real-time, with dashboards and alerts tailored for various stakeholders.

• AR-based guided maintenance
  An Augmented Reality application was integrated to support remote troubleshooting and guided maintenance — improving response time and reducing dependency on physical site visits.

• Downtime simulation & testing
  Controlled tests were run to simulate failures and validate the alerting logic and data capture — helping build client confidence in the system’s responsiveness.

Business Impact

• Faster and more cost-effective maintenance
  Enabled a leaner support team with improved turnaround time and reduced cost of service.

• Near-total visibility into deployed machines
  OEMs could now track field performance remotely — a key leap in lifecycle visibility and control.

• Improved customer relationships
  Post-deployment engagement created new service opportunities and added differentiation.

• Enabled data-led business evolution
  With better insights and connected systems, the client could now explore data-driven services and outcomes-based offerings.