Karl Mayer, the leading warp knitting machinery manufacturer, has strategically restructured its tried-and-tested, all-round technical customer support service, and has introduced some specific, complementary new features, which will be premiered at ITMA exhibition that takes place in Milan this week.

A particular advantage is the use of online communication. In addition to providing direct, personal customer consultancy/advice, two innovative online services are now available for mobile devices, the KARL MAYER CHECK PARTS app, and the KARL MAYER CONNECT app – for rapid communication between user and company.

The company will also be presenting an online WEBSHOP for SPARE PARTS accessible via the Internet. More specifically, 360° support means comprehensive technical support in relation to sales and services, an efficient spare parts supply, first-class textile advice, and specific customer training, the company reports.

Service via smartphones and tablets

The KARL MAYER CONNECT app has been developed to provide faultless, efficient communication between the customer and the service organisation. The app will be unveiled at ITMA 2015 for the first time. It is the heart of a software platform that covers the first two levels of a service matrix, whose features have been extended in three stages.

With Level 1, the personnel on site can scan a QR code on the operator console of the machine via a mobile phone and, if required, can send off a service request to the Karl Mayer service specialists. With Level 2 of the service matrix, the machines and mobile devices can be linked into the customer’s network via the WLAN at the same time.

The features of the KARL MAYER CONNECT app complement Level 3 of the service communication system, the existing Teleservice system. The ability to view things remotely is based on bidirectional exchange, i.e. the customer sends a service request, which links the in-house technical support personnel at Karl Mayer up to the machine control system.

New label of authenticity including the QR code

Karl Mayer has developed a special label of authenticity for certifying the quality of its spare parts, thus, providing protection against copies. Security level one is a non-removable sticker, which is used to seal the box. As long as it is intact, this label of authenticity guarantees that the spare parts are original. A hologram on the label, which has been specially designed by Karl Mayer, shows immediately that a delivery is authentic.

Level two of the anti-copying system is based on a QR code. This digital element is also a feature of the seal of authenticity, and permits the authenticity of the label to be checked as well. The KARL MAYER CHECK PARTS app has to be loaded from the app store into a smartphone. The QR code is scanned and all the information on the original quality status and on the product is displayed.

New SPARE PARTS WEBSHOP

Karl Mayer’s new SPARE PARTS WEBSHOP is designed to make ordering spare parts quicker, easier and more transparent. By clicking on the mouse, customers can directly order current wearing parts or they can inquire the relevant technical components not covered by this category via an online glance into the machine documentation.

The purchase via WEBSHOP is possible both on PC and by mobile devices such as smartphone and tablet. Inviting elements of the new system are easy operation, intuitive menu navigation and easily understandable, richly illustrated design with well-thought-out search and filter functions, the company reports. Another feature in terms of user orientation is the display of individual data, after the customer had made his personal registration (log in).

www.karlmayer.com