Cellro takes service to the next level and emphasises the importance of security

Cellro is a leading developer and manufacturer of robotic automation for mechanical engineering. Their starting point is that automation must be future-proof. Cellro systems, such as Xcelerate, are therefore easily adaptable. Remote access via IXON Cloud helps them to work more efficiently and to serve their customers in a fast and secure way.

Challenge

Service is at Cello first. Providing customers with the best service by supporting operators or solving software problems is one of their most important activities. 

For years, Cellro has been working with a remote access solution to provide better service and increase customer satisfaction. “As Cellro continued to grow, we encountered a problem with the limited number of users that could be invited. Our growth resulted in an increase in the number of employees and dealers that needed access,” says Dirk van Manen, Software Engineer Products at Cellro.

Sharing accounts between users was a solution. But this increases the security risks significantly. Cellro needed a solution that allowed for more user accounts – so that everyone had their own account, login details were no longer shared and multiple users could work on one project at the same time. All the more important was a user management system where they could assign colleagues and dealers to specific access groups. A must for secure cooperation.

Solution

Cellro decided to standardize with IXON Cloud for remote access because it provides an excellent opportunity to take their service to the next level and increase customer satisfaction. Not only during the warranty period but also after, throughout the entire life cycle of their automationsThe choice for IXON was created not only for its free user management and unlimited number of users, but also for its ease of use and security measures and approach. 

Cellro can the Set and customize user access as desired. In addition to their own service team, their dealers also provide support. They are given limited access to their own customers' devices, so that they only have access to what is necessary.

Customers are sometimes a bit suspicious about using a cloud solution, but are usually quickly convinced of the IXON Cloud. Cellro shows them how the security in the IXrouter and IXON Cloud is arranged with the help of IXON's security whitepaper.

“There are regular audits, they have various security certificates, the IXrouter has a built-in firewall and you can make 2FA mandatory,” says Dirk. 

Dirk wants to emphasize the importance of security: “As a machine builder and system integrator, it is really necessary to concern yourself with security. You do not want to run the risk that something goes wrong and the customer suffers from it. IXON takes care of a large part of the security, but it remains important to to be aware of of what security entails.”

Manage your machines and equipment remotely? Take security seriously!

Dirk van Manen
Software Engineer Products at Cellro

Result

Remote access helped Cellro improve the quality of their service and resulted in even more satisfied customers. Dirk explains: “The mobile app helps me work more efficiently. Through the VNC server I have fast remote access to the HMI and I can see what is happening on the machine, wherever I am. This means faster service for the customer and an optimally performing machine.” 

Service & Software Engineer Michel van Kleinwee says: “We can 90% of remote troubleshooting. The remaining 10% that needs to be solved at the customer’s premises, we can solve more specifically. Because we can look into the control software in advance, we know what is happening in the machine and which tools we need to bring to solve the problem. It is also a great advantage that several people can look at the same problem at the same time.”

Remote access to Cellro's Elevate HMI via the mobile app

Conclusion

“We want to further improve our service department by switching from ad-hoc support to proactive and ultimately preventive service. Our goal is to relieve our customers by scheduling service in advance. In addition, we consider our customers a service level agreement (SLA) to record agreements. This way we can guarantee a certain service level and maintain customer relationships,” says Dirk.