Karl Mayer Group has unveiled a new generation of remote support, offering flexible, multi-level service through a global network. This system provides 20/6 availability and ensures faster resolutions with enhanced transparency via the myKM.ON Customer Portal. Customers can easily track support requests and access remote assistance through a cloud connection.
A three-tiered support system addresses varying complexity levels. Level one handles basic issues, while levels two and three escalate tougher problems to specialized teams. This structured approach ensures faster troubleshooting and improved customer experiences.
The new Remote Support Case model offers flexible, application-based payments, replacing traditional machine contracts. Customers can pre-purchase cases for their entire warp knitting machine fleet, with discounts available for larger purchases. Online support cases, available through the KM.ON cloud, offer faster and cheaper solutions.
Remote support pilots began in June 2024 in Germany, China, and Hong Kong. A broader rollout is planned for late December 2024, with additional services launching in October for warp preparation machines. By 2025, customers of Stoll and technical textiles will also benefit from this system. The Service4you concept will expand further with multilingual support, adding Italian, Turkish, and Spanish, alongside existing German, English, and Chinese.
This innovative system aims to provide Karl Mayer customers with enhanced speed, flexibility, and reliability in service handling, marking a new era in remote machine support.
