ACMI’s Customer Service 4.0 Transformation.
It is no coincidence that ACMI is a global leader in high-speed beverage and packaging solutions. The reason is clear: a strong commitment to challenging the status quo, innovating continuously, and transforming how services and processes are delivered.
Project Overview
The collaboration with Lean In Finance involved the Customer Service division led by Luca Saccardi, with the goal of integrating continuous improvement, digitalization, and people-centric culture into one of ACMI’s most strategic areas: spare parts, upgrades, maintenance, remote assistance, and lifecycle management.
The Challenge
In a global context where customers demand absolute reliability, rapid response, and sustainability, ACMI aims to become a true Industry 4.0 benchmark across all its international sites.
The Parma plant is already one of the most automated facilities in Europe — but the ambition goes further: transforming service, processes, and people into an international reference point.
Implementation: People at the Center of Change
The project began with targeted leadership development:
- Customer Service managers completed the Lean Manager Program (1.5 days), gaining a deep understanding of methods, tools, and mindset;
- Lean In Finance then worked alongside the team at the Parma plant, combining Lean Six Sigma, digital transformation, and Service 4.0 principles.
The belief behind the project is simple:
When people are at the centre, transformation becomes sustainable.
The implementation included on-the-job coaching, process redesign, VSM mapping, visual management, data-driven analysis, standardization, and continuous team engagement.
This was not just an improvement project — it was a cultural transformation.
Results Achieved
The Parma plant, already one of the most advanced in the industry, introduced significant improvements:
- greater digital integration across departments;
- faster, standardized processes;
- increased operational reliability;
- shorter response times for customers;
- improved efficiency in spare parts and upgrades management;
- a more proactive, data-driven Customer Service across the entire lifecycle of the line.
The impact is now spreading: other ACMI sites are replicating the model, with the aim of extending it to the entire global network.
