Dematic, a supplier of logistics systems for the factory, warehouse, and distribution center, has expanded the company's customer service infrastructure to increase lifecycle support offerings. With added service capabilities, new locations across North America, and increased staff, Dematic can extend critical support to more warehouse operations, with faster response and increased performance levels. Lifecycle support services are offered to all Dematic users as well as users of other brands of material handling systems.
Dematic has a customer service staff of more than 350 people at 55 locations across North America. The functional areas of ongoing lifecycle support services include: technical support call center, part support, field service, modernization, and resident maintenance service.
The technical support call center consists of mechanical, controls, or software telephone support that is available at any time every day of the year. Part support includes a parts website, parts call center, and a parts warehouse stocked with 16,000 SKUs strategically located in Memphis, Tenn., next to a FedEx hub. Field support performs system audits, scheduled maintenance, and emergency service calls. The modernization group upgrades, rebuilds, expands, or reconfigures existing material handling systems with new components, controls, and software in order to improve system operational performance. The resident maintenance program offers maintenance support at the customer site using dedicated Dematic technical staff in order to improve system performance, extend system life, and reduce lifecycle costs.
Examples of lifecycle support offerings include system audits, maintenance audits, energy monitoring/management, computer server replacement, software/controls upgrades, and equipment upgrades for conveyors, sorters, automatic storage and retrieval systems, and automatic guide vehicles. An example of a new offering includes the Alert Monitoring Service, a technical support capability that monitors your system, alerts you only when there is a significant issue, and notifies you on how to respond to the issue.
Company: Dematic Corp.
Company URL: www.dematic.us