New software tools help customers improve material handling system performance
Monday, May 10, 2010
Grand Rapids, Mich.–Dematic, supplier of logistics systems for the factory, warehouse and distribution center, has expanded its Technical Support Call Center services with new capabilities to help users of material handling systems obtain the highest levels of performance. The added capabilities include self service access to the technical support database, and a new alert monitoring service.
The new self service portal allows Dematic system users to have access to their records in the Dematic Technical Support Call Center database. The Dematic Technical Support database contains all the current data about a customer’s system, such as specific details about a current technical support incident. Other information available to the user includes: system description, date system came online, software configuration with revision level, as installed mechanical/controls drawings, warranty status, system modifications and the call history log report. The self service portal is available for Dematic customers with a support contract.
Alert Monitoring is a new service offered by the Dematic Technical Support Call Center. To activate the service, new software is connected to the user’s system that monitors activity and equipment in the system. If an anomaly in operation or equipment status is detected, the Dematic Technical Support Call Center is automatically notified. Next, a Dematic technician will interpret the alert and take the appropriate action.
To set up either of these new Technical Support Call Center tools, users can e-mail (USinfo@dematic.com) or call 1-877-725-7500.
About the Dematic Technical Support Call Center
The Dematic Technical Support Call Center allows users access to skilled engineering expertise over the phone. The Technical Support Call Center is staffed with experienced technicians and engineers. Typical support call process includes:
• Log receipt of the call into database
• Listen, determine urgency level, react to technical issue
• Reference call database for previous related issues
• Access technical documentation for specific system
• Connect via VPN if necessary
• Resolve issue & update databases
Fast resolution of system issues
• Technical team is sensitive to the urgency & cost of downtime
• Immediate access to electronic documentation
• Proven performance: “failure is not an option”
Technical Support Call Center Always Open
• Availability: 24 x 7 x 365
• Equipped with power generator in case of power outage
• Back up support for site service technicians
Access to Technology Experts
• Experienced & skilled engineers
• Organized by specific areas of technical expertise
• Mechanical, electrical, controls, & software
• Staffed to appropriate levels, less potential for waiting
Access to technical documentation
• As built system drawings of your system
• Controls, PLC programs, software
• Operational descriptions, service manuals
Phone System
• Real time call monitoring
• Priority queuing system (high priority serviced first)
• Call recording to for quality control & training
• Process to elevate call to management, if required
• VoIP capabilities
Technical Support Database
Help Desk Expert Automation Tool (HEAT)
• Customer profiles: contact info., address, phone, etc.
• Date of system installation
• System modification & upgrades (date & scope of work)
• Technical data files location
• Computer system hardware configuration
• Software configuration, version level
• As installed mechanical & controls drawings
• Call history log report
• Warranty status
• Real time e-mail notifications when incident is closed
• Customer Self Serve access to database
Technical Support Options
• Unlimited: Provides customers with an unlimited number of calls into the technical support center. Call duration is also unlimited.
• Blocktime: Provides customers with a block of hours to be used for the Technical Support center. The Blocktime agreement is in effect until the hours are utilized are depleted or duration of the agreement expires.
About Dematic Corp. – Dematic designs, implements & life cycle supports logistics systems for the factory, warehouse, & distribution center. Engineered systems are built around process improvements, automated material handling technologies, and software. Typical solutions optimize logistics performance by reducing building space requirements, fulfillment time, and labor to operate while increasing throughput, accuracy, and ergonomics.
Dematic is a global company with operations in 22 countries. North American presence includes an engineering/manufacturing headquarters in Grand Rapids, Michigan, and 18 sales/engineering/service offices. Prior to adopting the Dematic name, the company was known as Rapistan. For more Dematic information, visit www.dematic.us or e-mail at USinfo@dematic.com.
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For more information please contact:
Ken Ruehrdanz
616-913-5931
kenneth.ruehrdanz@dematic.com
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