Customer Service & Support

Transcription

1 Customer Service & Support

2 Intelligrated Customer Service & Support Intelligrated offers a wide range of services and support for the lifecycle of each system, including: Technical support Secure remote connectivity and system monitoring Customer-centric, web-based maintenance and support tools Genuine OEM replacement and spare parts, with easy online ordering Regional field service organization Equipment and control system assessments Equipment and systems modernizations, modifications and rebuilds Repair services for electronics equipment and components Resident maintenance programs Customizable preventive maintenance contracts OSHA-certified safety training and Intelligrated equipment-based operation and maintenance training Software upgrades and maintenance Obsolescence planning 2 Customer Service & Support

3 Comprehensive, customized support designed for your business requirements. Intelligrated Customer Service & Support Intelligrated Customer Service & Support (CSS) is accessible 24X7 to deliver the essential services that keep material handling systems and software running at peak productivity and protects investments long after initial installation. From remote technical support and troubleshooting to dedicated resident maintenance programs, Intelligrated provides the most comprehensive customer support program in the industry. It s all part of automation that delivers. Lifecycle Support Team Intelligrated offers a dedicated Lifecycle Support Team to help clients maximize the value of existing automated material handling systems and software. Intelligrated s Lifecycle Support Specialists can review existing systems and recommend maintenance, repairs and modernizations to help achieve operational objectives and maximize system performance. Call or customerservice@intelligrated.com to arrange an evaluation of current equipment, systems and parts needs with a local Intelligrated Lifecycle Support Specialist. Contact the Intelligrated Lifecycle Support team for postimplementation needs, including: Customized lifecycle planning for aging material handling systems and equipment regardless of the original manufacturer Prioritization of requirements to meet budgets, exceed operational goals and ensure supportability and long-term stability Development of immediate and long-range strategies to prevent obsolescence and unplanned downtime IN-24X7 Technical Support Intelligrated s IN-24X7 Technical Support connects customers to Intelligrated s multilingual service team equipped with remote access to troubleshoot, identify and respond to issues with proven support solutions. Call day or night, weekdays or weekends even holidays to directly connect to a knowledgeable Intelligrated customer service engineer. Through one number, customers can also access Customer Service & Support personnel to assist with parts, field service, assessments, training, upgrades and modifications. IN-24X7 Technical Support includes: Customer Service Dashboard Knowledgebase Technical support agreements Software maintenance Dashboard One number to call: Available to Intelligrated and Knighted customers with an active technical support contract, Dashboard is a comprehensive online customer service and support web portal that provides visibility for all service interactions with Intelligrated s support team. Users can subscribe to view real-time support incident notifications, access project-specific as-built documentation, order genuine OEM parts from OnTimeParts.com, request technology repairs, and review support and order histories. Intelligrated s Customer Service Dashboard also features Knowledgebase, a database designed to supply customers with quick access to general information and tips concerning Intelligrated material handling systems, software and procedures. Knowledgebase provides easy access to system troubleshooting suggestions, maintenance procedures, component information and identification, part number changes, technical service bulletins and safety information. Customer Service & Support 3

4 Repairs, field service and assessments for maximum system performance. Technology repair services Intelligrated s dedicated electronics and computer repair lab provides quick, extensive repair and refurbishment services on a variety of hardware, including: Order fulfillment controllers and interface boards PC-based controllers Conveyor and sortation control system servers Integrated sort devices (ISD cartridges) The lab also fabricates custom cables for both replacement and retrofit field projects. It features a programming service to load custom firmware and site-specific programs into industry standard field devices, such as I/O interface boards, touch panels and PLCs. Additionally, Intelligrated offers free in-house bench testing and diagnostic services for authorized returns, where clients can receive a quote for repairs without incurring any upfront costs. Repair requests, status and history are also available via Intelligrated s Customer Service Dashboard, providing convenient access to repair information. Field service Intelligrated has an extensive network of regionally-based field service technicians to assist with emergency repairs and supplementary service. In time-sensitive circumstances, locallybased service technicians can assist with repairs and troubleshooting on-site. Intelligrated s comprehensive field service program includes: Emergency repairs and troubleshooting Preventive maintenance services Maintenance consultation and support services Peak operations support Equipment and system assessments Regular assessments can go beyond traditional equipment audits to pinpoint ways to increase system capacity and throughput, improve utilization and uptime, identify technology obsolescence and extend the life of mission-critical material handling systems. To avoid unexpected downtime, Intelligrated recommends annual assessments that identify and prioritize opportunities for immediate, short-range and long-term repairs. Intelligrated conveyor, sortation, palletizer and electrical system assessments offer: Comprehensive system evaluation completed by knowledgeable and experienced Intelligrated technicians and engineers Comparative snapshot of system health Same-day overview of key findings Fully-detailed assessment report typically delivered within five business days, including photos of key components and estimates for replacement and repair In-depth analysis of key equipment and software components Identification of obsolescence concerns 4 Customer Service & Support

5 Support available for these brands: Alvey Buschman Cleco Crisplant Datria Davco FKI Logistex Goalpost Knighted Mathews Real Time Solutions Versa Customer Service & Support 5

6 Resident maintenance services In most markets, industry metrics confirm limited availability of tradespeople with the expertise to maintain complex material handling systems. Intelligrated responds with service offerings that put certified Intelligrated technicians on-site, as a full-time extension of client staff. A dedicated resource on-site to handle often overlooked maintenance functions extends the life of equipment and lowers total maintenance costs, while also maximizing system uptime and availability. Resident maintenance services enable management to eliminate time-consuming maintenance activities and focus operations team on more mission-critical projects. Intelligrated assumes full responsibility for recruiting, hiring and training resident maintenance engineers to care for installed material handling systems Issues corrected faster with higher-level access to information and resources Preventive maintenance services Proper system maintenance is the easiest method to ensure maximum uptime. Intelligrated provides preventive maintenance services so operations staff can focus on higher-priority objectives. A well-maintained material handling system is essential to minimize unplanned downtime. Performed by knowledgeable and experienced Intelligrated engineers Available on an ad-hoc or contract basis OnTimeParts Intelligrated offers OnTimeParts.com, the industry s most comprehensive material handling parts procurement website, backed by a world-class parts fulfillment operation and parts support services delivered by knowledgeable part specialists. OnTimeParts.com provides access to more than 70,000 parts with in-stock and availability information, and syncs with Intelligrated s Customer Service Dashboard to provide specific parts information for each system. Intelligrated s dedicated parts distribution center stocks genuine OEM replacement parts for all Alvey, Buschman, Cleco, Davco, FKI Logistex, Intelligrated, Crisplant, Mathews, Real Time Solutions and Versa material handling systems and machinery. Easy access to order history, order status and OEM crossreference part numbers Dedicated parts fulfillment center ensures quick service and delivery Live support by field-experienced specialists Monday through Friday from 8 a.m. to 8 p.m. EST, with emergency parts support available 24X7 Comprehensive recommended spare parts list and inventory reconciliation services Onsite put-away, stockroom design and inventory setup assistance available Warranty administration Intelligrated also offers genuine OEM parts from these reputable component brands: Allen-Bradley Baldor Banner Cutler Hammer Dodge Itoh Denki SEW Eurodrive SICK Siemens 6 Customer Service & Support For parts assistance, call or visit

7 Programs designed to optimize operation and extend system life. Upgrades and modifications Modernizations, modifications and upgrades revitalize equipment by replacing obsolete and worn parts while extending functionality and increasing performance. Adding years to the operational life expectancy of a system, upgrades and modifications result in increased ROI, capacity, throughput and uptime. Intelligrated offers upgrades and modifications for: Conveyors Sortation systems Order fulfillment systems Palletizers Obsolescence planning In order to properly care for aging systems, operations must monitor and plan for obsolete hardware and software. Intelligrated engineers work closely with vendors to proactively identify items for replacement before they become unavailable. Intelligrated Customer Service & Support can help review current systems to identify any obsolete parts and software to ensure stability for years to come. Lifecycle Support Specialists collaborate with clients to develop detailed replacement parts and upgrade migration plans for the software, controls and computer hardware needed to keep older material handling systems current. Robotics Software Controls Training Operator and maintenance training is crucial to the efficient operation of a material handling system. Well-trained employees are essential to realize the full benefit of system investment. Intelligrated s certified instructors offer training programs for general safety, material handling system operation and maintenance, as well as in-depth troubleshooting courses. Intelligrated training and product manuals include easy-to-follow procedures and illustrations designed to help operations and maintenance staff perform essential tasks. Documentation also incorporates exploded-view drawings of subassemblies to show assembly breakdowns and simplify part identification. All manuals come in print and electronic formats. Intelligrated training features: OSHA-authorized and PMMI-certified instructors Standard or customized educational programs to suit any operation Online teaching modules Classroom and practical hands-on exercises Customer Service & Support 7

8 Service and parts hotline: info@intelligrated.com Intelligrated Intelligrated is a leading North American-based, single-source provider of intelligent automated material handling solutions that drive distribution and fulfillment productivity for retailers, manufacturers and logistics providers around the world. Through a broad portfolio of automation equipment, software, service and support, Intelligrated solutions optimize processes, increase efficiency and give businesses a competitive edge. Intelligrated designs, manufactures, integrates and installs complete material handling automation solutions including conveyor systems, sortation systems, palletizers, robotics and order picking technologies all managed by advanced machine controls and software. Solutions include industry-leading Intelligrated-manufactured Alvey, RTS and IntelliSort brand equipment and Knighted warehouse management (WMS), warehouse control (WCS) and labor management software. Every project is backed by Intelligrated s 24X7 multilingual technical support and access to lifecycle service through a network of national, regional and local service centers. From concept to integration to lifecycle support, Intelligrated automation delivers distribution and fulfillment success. Knighted Knighted, an Intelligrated Company ( is a leading single-source provider of fulfillment execution solutions, with a comprehensive suite of warehouse management (WMS), warehouse control (WCS), order fulfillment, labor management and supply chain business intelligence software. Knighted software solutions deliver optimized execution of fulfillment operations through adaptive, task-driven workflows and real-time, constant analysis of inventory, labor, process and equipment information. Knighted combines unique software and order picking innovations with proven customer support to provide scalable, modular solutions for single-facility operations and multi-site enterprises worldwide. Headquartered in Elmsford, N.Y., Knighted serves the retail, e-commerce, 3PL, consumer goods and wholesale industries. Knighted is a wholly-owned subsidiary of Intelligrated ( a leading international automated material handling solutions provider. CSSB Intelligrated. All rights reserved.