Customer Stories
Global Packaging Leader Transforms Industrial Operations with OutSystems
Xebia partnered with OutSystems to help a leading global industrial packaging and automation manufacturer unify fragmented legacy systems into a unified Digital Services Platform, enabling faster and smarter operations.
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At a Glance
Challenge
Fragmented systems, manual workflows and limited visibility slowed service performance
Solution
Low-code Digital Services Platform unifying IIoT, data, and service operations
Results
One digital ecosystem driving agility, efficiency, and scalability
The Client
A global leader in industrial packaging and warehouse automation, the company manufactures systems that protect and transport goods across supply chains worldwide. Its products include strapping machines, wrapping systems, conveyors, and automated storage and retrieval systems (ASRS).
The Challenge: Fragmented Systems, Disconnected Experiences
Over the years, the manufacturer’s systems had grown in silos. Service management lived in one application, order processing in another, and connected equipment data in systems that didn’t talk to each other. Customer interactions were scattered across channels, making even simple tasks - tracking an order, raising a service request, checking machine performance - slow, manual, and dependent on teams stitching data together. Service coordinators juggled multiple tools to diagnose equipment problems. Distributors had limited visibility into their orders and service cases, and technicians lacked a consolidated view of asset history or usage patterns.
The company needed a connected ecosystem that could unify its business, people, and machines in real time. The goal was to enhance customer experience and operational efficiency through a single, digital-first platform that simplified every interaction-orders, invoices, service cases, and connected equipment data-within one interface.
The Solution: Building a Unified Digital Ecosystem to Connect Business, People, and Machines
The company partnered with Xebia to architect and deliver a single Digital Services Platform on OutSystems, designed to break down long-standing silos and modernize the business's global operations. The first step was creating a digital foundation that consolidated orders, assets, service plans, and case management into one secure, cloud-based environment. This became the single source of truth for distributors, service teams, and internal operations.
Leveraging OutSystems low-code capabilities, Xebia delivered intuitive web and mobile applications for customers and service staff. The solution enabled customers to view order status, raise service cases, access manuals, and monitor connected assets-all in one place.
The platform evolved into a Digital Services hub supporting IIoT connectivity, remote diagnostics, and hosted data management for complex equipment such as ASRS systems. This future-ready architecture positions the manufacturer to scale new product lines, expand digital services, and drive rapid growth.
The Results: A Modern Digital Hub Driving Global Agility and Efficiency
The new Digital Services Platform transformed the company’s service and customer management:
- Faster service turnaround through automation and digital workflows
- Unified visibility across assets, orders, and customer interactions
- Multiple product lines integrated within a single digital hub
- Secure, low-code foundation enabling continuous innovation and scalability
Built on OutSystems, the platform empowers the manufacturer to continuously enhance its customer experience and operational agility across its global network.
Looking Ahead
With its foundation in place, the company is expanding the platform across additional product lines and regions. The next horizon includes AI-enabled recommendations, predictive maintenance models, and advanced performance analytics, built on the company’s vision for a fully digital, data-driven future.
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