Customer success story
How Dexion is reducing unplanned downtime with connected mobile pallet racking (MOVO)
Customer
Challenges
As Dexion expanded its service capabilities around MOVO mobile racking, the company identified several opportunities to improve efficiency, transparency, and customer support.
Key challenges included:
- Reducing unplanned downtime – Dexion wanted to detect wear and errors at an early stage so that MOVO systems would not fail unexpectedly and maintenance activities could be planned more effectively.
- Improving service efficiency – Traditional service approaches often required on-site troubleshooting, making it difficult to identify the right spare parts and technicians before arriving on site.
- Increasing transparency and controllability – Dexion needed real-time visibility into asset status, usage, and performance to support better planning and more informed decision-making.
- Supporting compliance and traceability – Customers required event and condition logs, threshold alarms, and a traceable history to demonstrate security and compliance, particularly in safety-critical environments.
- Turning operational data into business value – Dexion wanted to better understand how MOVO systems were used in real-world conditions in order to improve product design, software, firmware, and future service offerings.
- Going beyond scheduled maintenance – While regular maintenance supported most service requirements, Dexion wanted to address the final gaps that could only be solved through continuous monitoring and connected insights.
Outcomes
- Continuous monitoring of connected MOVO systems provides real-time status and usage information, including running times, error codes, energy indicators, and wear indicators.
- Potential failures can be identified earlier, making maintenance activities more predictable.
- Remote diagnostics help reduce the need for on-site troubleshooting while enabling more targeted deployment of technicians and spare parts.
- Improved visibility into asset performance supports better planning, informed decision-making, and greater operational transparency.
- End-to-end histories, threshold alerting, and condition monitoring strengthen traceability, security, and compliance.
- Real-world usage data supports ongoing improvements to product quality, design, software, and firmware.
- Higher availability and faster support help strengthen customer loyalty.
- The foundation is in place for future performance-based and usage-based service packages.
Cumulocity combines all the essential building blocks for the Internet of Things into a practical and scalable platform. The solution enables us to connect devices quickly, easily, and securely, manage our assets efficiently, and integrate IoT data into our existing business and service processes. This allows us to detect faults earlier, plan maintenance more effectively, and improve the overall quality of service. Combined with the active support of the Cumulocity team, it has given us a strong foundation for our connected MOVO strategy.
Daniel Düringer
Head of ServiceCenter
Dexion
Details
The idea for an IoT solution originated within Dexion’s service organization. The company wanted to reduce unplanned downtime for its MOVO mobile racking system by identifying wear and potential faults at an early stage, making maintenance more predictable for both Dexion and its customers.
Historically, Dexion relied on regular maintenance supported by structured checklists. While this approach addressed most service requirements, it could not provide the continuous visibility needed to detect emerging issues between service visits. The company therefore looked for a way to complement its existing maintenance programs with real-time operational intelligence.
Dexion was introduced to Cumulocity through its planning software, Mobile Field Report, which already included an integration with the platform. After evaluating the solution, Dexion quickly recognized that Cumulocity addressed the remaining requirements needed to complete its IoT strategy.
Today, Cumulocity serves as the central connecting layer between MOVO devices—including sensors and controllers—and Dexion’s higher-level business systems. The platform enables secure device connectivity, efficient asset management, and the collection and use of operational data across the installed base.
Telemetry data is collected, normalized, and visualized through real-time dashboards, providing immediate visibility into asset status and performance. Integrated rules and event logic automatically trigger tickets or alarms when predefined conditions occur, such as recurring electronic errors, helping make service processes more transparent and responsive.
The platform is also integrated with Mobile Field Report, supporting ticket management, service planning, and maintenance scheduling. Multi-tenancy, location management, role-based access controls, and comprehensive audit, compliance, and security capabilities provide the flexibility required to support a wide range of customer environments.
By introducing IoT-enabled MOVO systems, Dexion has gained greater transparency and controllability across its installed base. Continuous access to operational data helps reduce downtime, improve spare parts planning, support more targeted service deployments, and strengthen traceability and compliance through complete operational histories and threshold-based alerting.
Beyond operational improvements, IoT is helping shape Dexion’s long-term strategy. Real-world usage and error data can be incorporated into product development, enabling more systematic improvements to quality, design, software, and firmware. At the same time, the company is evolving from a purely product-centric approach toward a more data- and service-driven business model—one that supports higher customer satisfaction, faster response times, predictable maintenance, and new service offerings based on performance and usage.
For Dexion, IoT is not only improving day-to-day service operations; it is helping reposition the company from a supplier of storage systems to a supplier of storage systems to a provider of support and data based services.