Why a Customer Service Package is Worth the Investment

Start-up services

Start-up Services seamlessly integrate automation into your facility from solution concept to solution handover and operation. Dematic Start-up Services help both new and existing Dematic customers navigate their way to full ownership of an automated solution.

We provide a dedicated team to support businesses as they transition from manual to automated operations. This approach works in parallel with our Lifecycle Services function and acts as your point of contact during this critical phase of your system implementation.

Learn how our long-term apparel customer experienced record growth by leveraging Dematic Start-up Services

Our customer has made a large investment in automation. They are installing systems in different sites across their network and need to show their return on investment as well as increased productivity and increased storage/inventory capabilities.  

Consumer demand has shifted the business to focus heavily on online fulfillment and accelerate their ecommerce operations. As a result, our customer needed to show substantial picking productivity savings and storage utilization from their new returns reprocessing system.

At the time, much of the system was still in commissioning and the customer needed support to integrate and operate the solution while still undergoing installation and working beside Dematic installation teams. 

By purchasing Dematic Start-up Services, our customer was able to maximize the capabilities of the system in the midst of commissioning. A dedicated team was brought in to support them through this challenging period.

The Start-up Services team worked in parallel with Dematic Customer Service teams, acting as a single point of accountability throughout the launch phase of the system. Specifically, Dematic Start-up Services engineers worked with our customer to coordinate activities onsite while guiding them to get the most out of their new solution.  

Our customer experienced record growth in ecommerce while reporting substantial efficiency savings in their new returns reprocessing system.  

Lifecycle services - develop your ownership strategy

Lifecycle Services are developed through a customer ownership strategy where the aim is to guarantee our customers generate the greatest possible return on their investment. 

Beginning at the commissioning stage, the ownership strategy is integrated into Dematic Start-up Services to ensure we meet your objectives. Lifecycle Services support your system after the commissioning phase and prepare your teams for the change, management, operation, and maintenance of your system. The level of service we provide is defined according to your needs and requirements for on-going support once system installation is complete.

Dematic Lifecycle Services offer three different outcome-based ownership strategies to choose from – Essential, Advanced, or Expert—each tiered to offer higher levels of control. Our core offering includes 24/7 remote support, as well as a choice of service level agreements to give you flexibility, responsiveness, and rapid resolution times. For an extra level of reassurance, we can guarantee uptime of 98% or more, with fixed operational costs and capped total ownership.

Expert modelling, site handover training, and options with proven ROI are also available. Whether simple or complex, every system requires maintenance. Through Lifecycle Services, we’ll be able to identify the right strategy for you, your team, and your business. 

Conclusion

In a true collaborative partnership, we’ll help you develop your ownership strategy from the start. We will share KPIs, reducing cost over time while improving system performance and longevity. No matter what your business needs, we can make sure you’re achieving the optimum level of performance with your system while remaining cost -effective and offering you the highest return on your investment.

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