Personal assistance for added efficiency: Mosca expands service concept with "Performance Services"

From software updates and retrofitting, to operator training: customised solutions can have a significant impact on machine availability and efficiency. With this in mind, Mosca introduced the new “Performance Services” range. In a direct dialogue with the customer, the unique guidance system aims at identifying potential improvements to maximise machine performance. "Direct contact with our customers around the world is very important to us. That's why we wanted to create a range of services they can use at any time throughout the entire life cycle of a Mosca machine," explains Mosca CEO Timo Mosca.

Performance Services officially became a part of the Mosca ONE Service worldwide support concept in mid-2020. ONE Service enables customers to benefit from uniform service quality, plannable maintenance cycles and maximum performance of their machines in operation. "With Performance Services, we are now going a step beyond providing purely technical support for our customers. Our aim is to continuously increase the efficiency of our machines and optimise their operation in our customers' production lines," explains Christian Krauth, team leader for project technicians and TechSupport. Potential for improvement can be based on a variety of reasons. In some cases, it can be required after a machine has been in use for many years, or because production processes and the customer's needs change, or because new functional features have become available.

From a face-to-face talk to a customised performance package

Customers requesting guidance within the scope of Mosca Performance Services are given an appointment with a skilled expert for the specific machine they are using. "In an on-site consultation, we first take a look at the entire line in which the Mosca machine is in operation," Christian Krauth explains. The next step is to check the condition of the machine and the previous maintenance records, analyse the processes, and document ways to optimise interfaces. "We work with the customer to identify potential for improvements that perfectly match their specific needs and priorities," Krauth adds.

Following the on-site consultation, Mosca prepares a report to transparently outline what measures can be taken. Even small improvements can make a big difference. For instance, in one situation, the strapping function on a Mosca machine needed to be adapted to the customer's growing production volume. In this case, a software update and the installation of photoelectric sensors significantly increased performance. For other customers, a VPN router was installed on the strapping machine to enable Mosca technicians to quickly provide remote support for required services and to increase machine availability.

The feedback on Mosca Performance Services has been consistently positive on both sides. "The customers who received direct guidance were happy to see their machines run not only reliably, but also more efficiently. And we’re happy that we can support our customers even more systematically now," says Christian Krauth.

Mosca customers who are interested in a personal consultation can contact the Technical Service department at any time, for example by sending an e-mail to technical-service@mosca.com.