Support Services
Great experiences are shared, which is why our Customer Experience Team is here to ensure your material handling investments are supported with best-in-class options for 24x7 technical support, parts, training, assessments, and modifications or upgrades. We are here to support you in helping your clients reach their operational goals.
Technical Support
If your client’s system encounters an outage, it is critical to have immediate access to experienced, trained support engineers to restore their system to full operation.
Our in-house 24x7 technical support team is available via phone call, email, or online form. Support is available in two tiers: Basic for operations needing support Monday through Friday, 8AM-5PM Eastern or Total for 24x7 availability. Our support contacts are handled by you, the integrator.
With a technical support contract, your clients will have access to the Customer Experience Portal. The portal serves as an incident management system that provides total transparency for incident resolution, documenting all steps taken to resolve issues, ticket escalation, and auto email notifications for when your tickets change status. Better yet, you will have the same access and visibility as your clients.
Parts
The easiest way to help your clients avoid unplanned downtime is to have parts on site to support the system should a failure occur. Not sure which parts are needed or how much your client should stock? We can help you choose the appropriate stocking plan to recommend prior to system go-live to fit your client's budget and maintenance goals. Supporting your client's installed system? If you know what you need, you can visit our online store to order parts. Not sure what is needed? We have experienced parts specialists available to help, just give us a call.
Technical Resources
Learning how to safely operate, maintain, and troubleshoot a material handling system is important for your client's success. We provide a combination of manuals and hands-on training videos with system turnover exclusively located on our customer experience portal. Looking for specifications and available product configurations? See our product catalogs to help you select options to fit your client's needs.
Assessments
Systems will naturally age and endure wear and tear, making it increasingly challenging to operate them reliably while maintaining a predictable budget. Regular assessments are valuable resource planning and downtime avoidance tools. Our experienced assessors will work alongside your team to conduct a comprehensive examination of all critical system components and will deliver a preliminary finding report (with your letterhead) prior to leaving the site. We will follow up with a thorough assessment report to help you with lifecycle and maintenance planning for your client.
Modifications & Upgrades
One thing we know for certain is that business changes. As operational objectives and strategies evolve, modifications will be needed for the material handling system to address new challenges. As technology advances, upgrades become available to help reduce costs, energy consumption, and prevent obsolescence. Our Mods & Upgrades Team can assist with system operation, software, controls, and hardware technology to help your clients grow as their needs evolve.
