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Dematic Expands Life Cycle Support Services

Grand Rapids-based Dematic, supplier of logistics systems for the factory, warehouse, and distribution centers, 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 all times. Serving an installed base of more than 2,000 user sites in North America, the call center has a remote fix rate of 98 percent.

Part support includes a parts Web site, parts call center, and a parts warehouse stocked with 16,000 SKUs worth $20 million in Memphis, Tenn., next to a FedEx hub.

Field support performs system audits, scheduled maintenance, and emergency service calls.

The modernization group upgrades, re-builds, 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 optimize system performance, extend system life, and reduce lifecycle costs.

"It's all about maintaining an organization with bandwidth in order to assure the highest uptime for our users' systems with the lowest cost of ownership," said Steve Brandt, vice president of new business for Dematic Customer Service. "While the engineering and implementation process for a material handling system usually occurs during a 25-week period, we understand that Dematic must have a responsive infrastructure to support these material handling and warehouse logistics systems for the next 25 years or longer."

Examples of lifecycle support offerings include system audits, maintenance audits, energy monitoring and management, computer server replacement, software and controls upgrades, and equipment upgrades for conveyors, sorters, automated retrieval systems and more.

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.

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