Converting Case Study
Domino embraces digitalisation to transform customer experience
Domino Printing Sciences has expanded its ‘digital-first’ programme to extend customer support via remote services with a suite of new virtual customer service and support applications
he new projects, including virtual product demo rooms, a laser sampling lab, and augmented reality support application, have provided accessible alternative options to face-to-face contact with customers throughout the COVID-19 pandemic.
T
“The benefits of digitalisation have come to the forefront during COVID-19, with many companies embracing new technologies to keep things moving and Domino is no exception,” says Domino director of channels Will Edwards. “Many of our ongoing digitalisation projects were completed ahead of time to help continue supporting customers. The last few months have therefore provided insight into how these types of services can provide additional benefits to customers going forward.”
VIRTUAL PRODUCT DEMONSTRATIONS In the US, the Domino Digital Printing (DP) team has taken steps to keep connected with customers by providing virtual product demonstrations of the latest digital printing solutions. Virtual demonstrations take place live via Microsoft Teams and are fully personalised, offering the customer an experience comparable to attending a face- to-face demonstration.
“Before the pandemic, a significant part of our job was hosting customers’ visits to demonstrate our products – this part of the job has completely disappeared over the last year,” says Domino North America DP demo room supervisor, Matt Stein. “We already had plans to introduce virtual demonstrations as part of our offering to customers, but this was accelerated significantly by COVID-19 and the sudden need to adapt.”
Virtual product demonstrations are performed using the Domino Virtual Assistant. The Virtual Assistant can toggle between views, zoom in on objects, and provide personalised animations, pop-ups, and additional information at a customer’s request. The Coding & Marking (C&M) team in France has developed a similar system for
demonstrating industrial printing products via Microsoft Teams. The newly-unveiled C&M Demo Room is equipped with specialist webcams, a wireless microphone, and a laptop and viewing screen, which allow the presenter to interact directly with the customer. Domino France Project Pilot sales support Thomas Candala says: “Demand for this type of service will continue, independent of the current pandemic situation. The feedback we have received from customers so far... has been overwhelmingly positive.”
VIRTUAL SAMPLING
At the Domino Laser Academy in Hamburg, Domino’s laser specialists scientifically analyse substrate samples to determine which of Domino’s range of laser technologies is most suited to meet the customer’s specific requirements. The labs include every laser from Domino D-Series CO2 and F-Series fibre laser portfolios, as well as state-of-the-art analytical equipment. This allows Domino’s experts to analyse customers’ samples before and after laser coding to ensure there is no damage to the substrate’s barrier qualities or structural integrity.
Before COVID, customers would attend the labs for an overview of Domino’s laser portfolio and conduct the sample testing in person together with Domino’s laser experts. “The samples testing process is a key part in any customer journey, and so it’s important that we can provide the same experience,” says Laser Academy manager Dr Stefan Stadler. Customers are connected to the Laser
Academy via Microsoft Teams, where they can view the sample testing process in real- time. A designated camera operative takes the place of the customer to provide a live stream of the sample testing process. Sample test results are also displayed on-screen in real-time. Customers can communicate directly with the technician and camera operative via Bluetooth headsets and request to zoom or change the camera angle to provide a more thorough overview.
AUGMENTED REALITY SUPPORT Since the pandemic outbreak last year, many Domino offices have embraced virtual customer service support and installations to keep production lines running while ensuring worker safety.
Domino also recently launched a new augmented reality support application, which provides virtual customer support via a smartphone or tablet. Though already in development before COVID-19, the application launched early due to significant customer need and has been particularly useful in overcoming limitations to on-site visits by service engineers during the global lockdowns. Customers can show Domino support staff precisely what is occurring on their production line via a secure video link. The application can be used to zoom in on specific areas, pause live video, annotate, draw, and share notes
on-screen.The collaborative, visual nature of augmented reality has also proven valuable in supporting customers remotely during installations and delivering staff training.
“Augmented reality is a powerful tool in the field of service and support,” says group service project manager, Saverio Barbero Lodigiani. “This type of remote support has been invaluable in the current climate – allowing our experts to remain connected with customers and provide technical support and guidance, ultimately helping to minimise production downtime.”
u
domino-printing.com
24
May 2021
convertermag.com
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44
