JLS Automation provides custom, vision-guided robotic packaging systems with a focus on hygienic solutions for the food industry. JLS is known for its innovation, reliability, and exceptional customer support, helping companies boost efficiency, minimize downtime, and uphold the highest quality standards. But when downtime does occur, every minute counts. For JLS, simply waiting for a technician to arrive on site wasn’t always an option. Their customers needed immediate, around-the-clock support to ensure production keeps moving.
The Challenge: Immediate Support Without the Wait
JLS service teams were receiving calls from customers who couldn’t afford to wait for an on-site technician. Many issues came from second- or third-shift personnel who didn’t always have the same training as day-shift staff. These teams needed quick guidance to get equipment back up and running, while also learning as they went.
"A lot of times we get second-shift or third-shift personnel calling in who might not have all the training they would have gotten if they were on the day shift. Having that option really helps speed up everything for them on their end, and they feel comfortable because they're learning at the same time." - Gabe Escobar, Director of Aftermarket Sales and Service at JLS
The Solution: Remote Support with XMReality
To meet this challenge, JLS turned to XMReality. With XMReality, JLS engineers can instantly connect with customers, no matter the time of day.
Using XMReality, JLS can:
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See exactly what the customer is seeing
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Take pictures and annotate them
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Draw on the live video feed with arrows, highlights, and even a virtual hand
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Share documents, prints, and step-by-step instructions directly in the call
"With the XMReality app, you can actually take a picture, we can draw on it from our side, show a print, give them a finger point or an arrow showing where to look. While they’re holding it up, we can show our hand moving on it and give them a better idea of where to look." - Gabe Escobar, Director of Aftermarket Sales and Service at JLS
This interactive guidance allows customers to quickly resolve alignment or programming issues without waiting for a technician.
The Results: Faster Resolution, Happier Customers
By implementing XMReality, JLS has dramatically reduced downtime for its customers. Service calls that once required waiting for in-person support can now be resolved in minutes.
"Being able to see what they're seeing live just makes everything go faster, and we're able to get them up and running quickly."- Gabe Escobar, Director of Aftermarket Sales and Service at JLS
For JLS, it’s not just about fixing problems faster, it’s about strengthening relationships with their customers.
"Developing different technologies to assist them in any way… it just makes a good partnership between us and the customer. And the customer sees that, and at that point they know this is where they want to be , with JLS."
Want to hear directly from JLS about how they’re using XMReality? Watch the video below to see Gabe Escobar share how remote support is helping their team deliver faster and smarter service.
Read more about JLS here: https://www.jlsautomation.com/
