Customer Success

GALILEO – OMET Customer Success

GALILEO is the new Customer Success department created by OMET for its customers in order to provide a 360° support service on a global level.

The after sales services, developed and perfected specifically to meet the most diverse needs, ensure customers maximum productivity, speeding up intervention times and ensuring the constant operation of the plants in terms of quality and production uptime.

GALILEO philosophy encompasses the concepts of diversification and modularity offering different types of service contracts, training, sale of spare parts and original equipment, remote support, print on demand and digital solutions.

NEW OMET SERVICE CONTRACTS

OMET is always by your side and to prove it, GALILEO team has developed 3 new service contracts for your machines’ maintenance.

GALILEO Essential, Advance and Performance represent our new solutions tailor-made to increase your efficiency and productivity.

Each package includes a set of standard services, but they can be completely customized according to each customer’s needs.

We have structured our offer on 3 distinct levels, each characterized by an increasing degree of completeness.

Download the pdf or watch the video to understand what we are talking about.

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The services

The GALILEO services have been grouped into 5 macro areas:
Technical assistance
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ON-SITE ASSISTANCE

OMET technicians are always ready to intervene at customers’ plants to solve any kind of inconvenience. They are able to take action within 48h after notification of the problem encountered. The speed of intervention and high degree of experience allow them to offer timely and efficient assistance whenever the need arises.

Features
  • Quick intervention within 24/48 hours (depending on the country).
  • Interventions worldwide.
  • Skilled technicians available to solve mechanical, electrical and electronic problems.
Benefits
  • Minimize machine downtime.
  • Limiting damage from machine breakdowns.
  • Limiting lost revenues and inefficiencies resulting from lost production.
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REMOTE ASSISTANCE

It enables our qualified technicians to provide their support remotely. Through email and telephone technical assistance, our operators can spread their knowledge and expertise to all OMET customers wherever they are in the world. Our customer service is always ready to support clients in the analysis and repair of mechanical, electronic and electrical faults.
In this context, the Active contract plays a special role, which makes it possible to guarantee priority remote service.

Features
  • Possibility of response within 2 hours (with Active contract).
  • Augmented reality application to support assistance.
  • Direct telephone contact with OMET offices without intermediaries.
Benefits
  • Minimize machine downtime.
  • Overcoming language barriers and misunderstandings between operators through augmented reality applications.
  • Resolution of almost all electronic/electrical problems.
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PLANNED MAINTENANCE

This is one of the most important services in our Customer Success department. Directly in agreement with the client, GALILEO undertakes to select the best time to carry out interventions on the machines.
Based on customers’ needs, the least workload-intensive periods are then chosen in order to avoid intervening during the months when production is highest and the machines should not be idle.

Features
  • Scheduling intervention according to customer needs.
  • Customizable contracts created ad hoc according to customers' fleet and requirements.
Benefits
  • Through service contracts it is possible to access special discounts on spare parts and interventions.
  • Through service contracts it is possible to obtain a budget for annual machine maintenance.
  • Increased machine availability through reduced downtime.
Training and consulting
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TRAINING ACADEMY

OMET aims to provide its customers with comprehensive periodic training programs designed to empower mechanical, electronic and electrical maintenance workers, equipping them with the skills and knowledge needed to troubleshoot and optimize the performance of their equipment.

Features
  • Training courses in person at OMET sites.
  • Training courses in person at customer sites.
  • Online training courses through live and recorded webinars
Benefits
  • More trained and specialized operators.
  • Optimization in resolving simpler faults by avoiding contacting OMET.
  • Becoming autonomous in problem solving.
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SETUP & PRODUCTION CONSULTING

Setup consulting is based on how to organize tools and how to schedule jobs according to features and make the production process more efficient.

Production consulting is about the printing steps. Our specialized printers will guide you in order to understand the most useful tricks of our machines to increase your performance.

Features
  • The most experienced OMET printers with decades of experience at your disposal.
  • Customized training based on your needs.
  • Consulting on specific jobs as well.
Benefits
  • Time, money and material savings.
  • Maximizing revenues.
  • Maximum utilization of OMET machines (they are often used at 60% of their efficiency).
Tools & spare parts
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SPARE PARTS

OMET offers its customers a reliable and affordable solution for acquiring high-quality components and spare parts for their equipment and machinery. With a wide range of products available, customers can easily find the parts they need to maintain and repair their equipment efficiently.

Features
  • Dedicated logistics warehouse with thousands of parts always available.
  • Rush shipping in 24 hours (paid).
  • Spare parts for legacy machines.
Benefits
  • Official parts warranty.
  • Remote mounting support.
  • 100% guaranteed machine performance.
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OMET CERTIFIED TOOLING

OMET makes it possible to optimize time and improve the supply chain of its customers by offering complete and OMET-certified equipment that guarantees maximum efficiency and quality. In order to ensure the highest performance of the machines and the quality of the work produced, OMET is able to guarantee the supply of the most appropriate equipment.

Features
  • Technical support in material selection.
  • Internal quality control additional to that of the supplier.
  • Part of the equipment completely made in OMET.
Benefits
  • Optimized print quality.
  • Competitive pricing.
  • 100% guaranteed machine performance.
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CONSUMABLES

OMET considers consumables as wear and tear materials which may include various items such as Blades, Fingers, Races, Cartalana, Combs, Grippers and Grinding wheels.

Features
  • Provision of timely replacements.
  • Guarantee of a steady supply.
  • OMET recommended materials.
Benefits
  • Reduced downtime.
  • Lower maintenance costs.
  • Increased operational efficiency.
Print on demand
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PRINT ON DEMAND BASIC

With the Print on Demand basic service OMET offers customers the opportunity to print their own products using OMET machines installed at our plants. OMET provides its own machine fleet and dedicated operators who will take over the job.

PRINT ON DEMAND PLUS

The Print on Demand plus service will also allow customers the opportunity to participate in a private Print Training directly on the production of the requested subject.

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Features
  • The newest OMET technologies at your disposal.
  • The most experienced OMET technicians at your disposal.
  • Training of your operators on your jobs.
Benefits
  • You will never again have to turn down jobs for lack of resources.
  • Become responsive to customer requests.
  • Join new markets: perform jobs you can't produce in-house.
Digital solutions
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SFERA – DIGITAL PLATFORM BY OMET

Sfera is the new digital platform developed to monitor all connected OMET machines in real time to analyze the data related to them and help customers make better operational decisions.
Sfera is more than just a digital platform. It is a cutting-edge vision for the industrial future, where AI and IoT come together to create unprecedented machine management. With this innovative proposition, OMET puts a powerful tool in the hands of its customers to meet the challenges of Industry 4.0.

Features
  • Efficiency analysis.
  • Energy consumption monitoring.
  • Preventive and predictive maintenance.
Benefits
  • Real time machine monitoring.
  • Performance and production time optimization.
  • Minimization of downtime and active maintenance.
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GAIA - GALILEO ARTIFICIAL INTELLIGENCE ASSISTANT

GAIA is the new OMET Virtual Assistant based on Artificial Intelligence.
GAIA will be able to answer any questions posed by customers on topics related exclusively to OMET machines. The AI is instructed in all information useful to printers and maintainers.
Compared to common chatbots, however, GAIA doesn’t work with pre-programmed Q&A systems but leverage the power of ChatGPT’s AI to build conversations by leveraging the database of information it holds.

Features
  • Multilingual support.
  • Context responses with advanced natural language.
  • Easy and immediate access.
Benefits
  • 24/7 assistance service.
  • Instant response and reduced problem-solving time.
  • Misunderstandings and communication errors minimized.
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N.O.V.A. – NEW OME VIRTUAL ACCESS

N.O.V.A. is an app managed directly by OMET Technical Assistance, allowing the OMET operator to step into the customer’s virtual reality and remotely guide technicians through operations with the maximum accuracy in handling the problem.

Features
  • Simultaneous translation in 64 languages.
  • Immediate customer and machine recognition at the time of the call.
  • Virtual reality personnel guidance.
Benefits
  • Increased efficiency and interactivity in diagnostics during troubleshooting.
  • Overcoming language barriers and misunderstandings between operators.
  • Maximized operator safety.
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ADVANCE MACHINE MONITORING

In addition to integrating data analysis tools, the Sfera monitoring platform leverages artificial intelligence, Machine Learning, and Anomaly Detection algorithms. The goal is to gain advanced insights from the collected data and predict possible future problems or trends. This data, together with OMET’s expertise, can become a useful tool for entrepreneurs to make them aware of their activities by optimizing their machinery.

Features
  • Proactive remote assistance based on machine smart notifications.
  • Periodic assessment on machine performance and conditions.
  • Periodic expert consulting to improve machine performance and efficiency.
Benefits
  • Performance and production time optimization.
  • Minimization of downtime and active maintenance.
  • Periodic feedback with specialized OMET technician.
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