Rosa Ermando and symmedia Turn Digital Service into a Value Platform
For machine builders today, service is no longer limited to troubleshooting and after-sales support. It is increasingly becoming a strategic layer around the machine itself, strengthening customer relationships, enabling new digital services, and enhancing the long-term value of the installed base.
This is the direction Rosa Ermando chose to pursue together with symmedia.
Founded in 1964, Rosa Ermando is an Italian manufacturer of high-precision grinding machines. Following the acquisition of Favretto in 2017, the company further expanded its expertise in surface grinding technology while continuing to invest in innovation and digital transformation.
What began as a practical service initiative soon evolved into a broader strategic project.
Once Davide Lucca, General Manager of Rosa Ermando, recognized the potential of symmedia Hub as a digital service ecosystem, the conversation quickly moved beyond individual features and toward a larger vision.
What additional value could be created around the machine? Which types of machine data could become truly meaningful for customers? And how could service itself become part of the machine’s overall value proposition?
Starting from these questions, Rosa Ermando identified several possible development paths and defined an initial set of priorities. In less than two months, together with symmedia and Intelligentia, the company delivered the first version of Service+ at GrindingHub 2026, the international trade fair for grinding technology, integrating remote support, document management, an Energy Monitoring dashboard, and symmedia’s AI Agent into a single digital environment.
The Challenge
The initial objective was straightforward: improve service efficiency, simplify access to technical documentation and remote support, and strengthen customer engagement after machine delivery.
The real challenge, however, was broader than simply adding new digital tools. The goal was to avoid fragmentation.
In many industrial environments, machine data, technical documentation, service history, and remote support systems operate separately from one another. As a result, valuable information remains isolated, limiting its usefulness for both machine builders and customers.
This is where symmedia Hub provides a clear advantage: by bringing together service processes, documentation, dashboards, applications, and machine-related information within a single secure and scalable digital environment.
Collaboration
The project combined three complementary areas of expertise.
Rosa Ermando contributed the industrial vision and deep understanding of customer needs, identifying the most relevant use cases for the grinding machine sector and positioning service as a strategic element of the machine offering.
Intelligentia brought expertise in sensor technology, data acquisition, energy monitoring, and dashboard development, transforming raw machine signals into meaningful and actionable service insights.
symmedia provided the digital platform infrastructure. Through symmedia Hub, all components were integrated into a secure and user-friendly service ecosystem that combines remote support, document management, external dashboards, service applications, and AI-powered assistance.
At the same time, the platform established a scalable foundation capable of supporting future digital service developments over time.
Success
At GrindingHub 2026, Rosa Ermando unveiled the first operational version of Service+, powered by symmedia Hub.
Rather than presenting a purely conceptual showcase, the company demonstrated a tangible service environment built around concrete operational needs. Remote support and document management formed the platform’s service backbone, while the Energy Monitoring dashboard introduced the first data-driven application. The AI Agent, meanwhile, showcased a new approach to making technical knowledge more accessible and actionable for service teams.
The objective was not to present a fully completed ecosystem, but to outline a credible and scalable direction for the future, one in which machine data, technical support, energy monitoring, and company knowledge converge into a unified digital service experience.
Early feedback from Rosa Ermando already points to measurable value. According to the company’s first estimates, around 60% of software-related issues detected on machines equipped with edge devices have been solved through the platform. Customers have also reported a high level of satisfaction with the tool, particularly appreciating the simplicity of communication and the possibility to access a complete, easily searchable history of service requests, spare parts, and related activities.
The speed of execution also became a defining aspect of the project. In an exceptionally short timeframe, Rosa Ermando, symmedia, and Intelligentia moved from an initial service concept to a market-ready demonstration.
The project showed that machine builders do not need to wait for large-scale digital transformation programs before generating value from data. Instead, they can begin with targeted use cases, validate them directly with customers, and expand progressively through a clear and pragmatic roadmap.
Outlook
The GrindingHub demonstration marked only the beginning of the journey. Energy Monitoring represents the first concrete use case, providing greater transparency into machine behavior and energy consumption.
Future developments such as an Event Recorder / Black Box system could make it possible to reconstruct machine conditions surrounding anomalies or unexpected events. Vibration Analysis and Condition Monitoring, meanwhile, open the door to predictive service models and improved production continuity.
Within this roadmap, symmedia Hub serves as the digital foundation on which additional service applications can be progressively developed and integrated.
The Rosa Ermando case demonstrates how digital service can become a powerful driver of value creation in machine building. With a clear vision, a secure digital platform, and the right technology partners, companies can move quickly, deliver measurable value, and build stronger digital relationships throughout the entire machine lifecycle.
Curious of what symmedia Hub can do for you?
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