In today’s industrial landscape, digitalization is no longer optional. Supporting customers beyond the initial MES implementation is key to delivering real, lasting value. In this interview, Roger Díaz explains why Mapex has created a Customer Success team and how this move reflects a new approach to the customer-supplier relationship: closer, more strategic, and focused on long-term success.
After 15 years leading the Implementation and Product departments at Mapex, Roger Díaz is now heading a new team: Customer Success. This initiative was born from the desire to be closer to customers, guide them through their digital transformation journey, and help them unlock the full potential of the MES platform.
We spoke with him about what this change means, how the role of the technology provider has evolved in the industrial sector, what it really means to succeed in an MES project, and why specialization matters more than ever.
Interview with Roger Diaz, Customer Success Director at Mapex
What prompted the creation of the new Customer Success department at Mapex?
Digitalization in the industrial world is not a one-time process. It’s a journey built day by day. That’s why it made sense to create a team specifically focused on supporting customers beyond the initial launch of their projects.
We want to stay close, understand the real challenges on the shop floor, identify opportunities for improvement, and most importantly, keep customers informed about system updates so they can get the most out of the software.
What value does this support bring once the MES system is already up and running?
Continuity. Over time, it’s easy to lose sight of the original goals or for internal priorities to shift. That’s where we can add real value: helping maintain direction, reigniting team motivation, and adapting the use of the MES system to new production and business challenges.
From your experience, how has the relationship between technology providers and industrial clients changed in recent years?
It has completely transformed. Today, for most companies, digitalization is a strategic priority. That demands a much closer, more collaborative, and trust-based relationship with the provider.
Clients no longer just want software—they want a partner who understands their business and supports them for the long haul.
Speaking of collaboration, in this new context, does customer feedback really influence how tools like Mapex evolve?
Absolutely. Many of the most relevant developments we’ve made to our MES platform have come directly from customer needs.
A great example is the Mapex Quality module. Features like measurement instrument management, defect mapping, and LPA audit tracking—which we’re now implementing in other companies—were born out of close collaboration with Flex-N-Gate, a customer in the automotive sector.
That’s one indicator of successful collaboration, but what other factors determine the success of an MES project?
Success stories like Flex-N-Gate are only possible when the customer has a strong internal leader—someone with decision-making authority who is aligned with management and ensures project continuity.
It’s also crucial to set clear objectives and approach the process in phases. You can’t expect to transform an entire plant overnight. An MES implementation brings fundamental changes to how people work, and that takes time, adaptation, and solid change management. Breaking that change into smaller, manageable stages makes it more sustainable.
And the technology provider—how would you say they contribute to this success?
By bringing expertise, simplifying processes, and working as a team.
At Mapex, for example, we’ve been implementing our MES platform for over 25 years, across more than 400 projects. For us, deep specialization in the industrial environment makes all the difference. We speak the same language as our clients, which builds trust and allows us to truly understand their processes, recurring challenges, and proven solutions.
In such a complex industrial environment, how does Mapex help simplify processes without losing sight of each plant’s reality?
Our experience has shown us that relying on standard solutions is the best way to meet real needs with proven tools. While customization might seem appealing, it can complicate things: it’s more expensive, makes system updates harder, and creates dependence on specific individuals.
One way we help our clients become more efficient and competitive is by sharing best practices we’ve gathered from working with other companies—even in different industries. This helps projects evolve smoothly and remain sustainable in the long term.
