Customer Service

PERFORMANCE IMPROVEMENT AND ON-GOING ASSISTANCE DURING THE ENTIRE SYSTEM LIFE-CYCLE

At System Logistics, we know that an automated material handling system is a significant investment and that you rely on it day in and day out to keep your business running smoothly. We’ve listened carefully to our customers to gain a true understanding of their service and support needs over time and, using that information, have developed a broad, flexible and well-structured after-sales support program that is easily customized to meet the needs of your operation.

In addition to on-site service, sophisticated software analysis and built-in diagnostics allow our Customer Support team to provide assistance and correct machine errors over the phone to rectify issues as quickly as possible.

Additional support options include:

24/7 Help Desk
Spare Parts
Maintenance
Upgrades & Modifications
Training

EUROPE: +39 0536 916916

customercare@systemlogistics.com

USA: +1-833-379-7564

slcsupport@systemlogistics.com

Our engineers can connect straight to your system, to quickly follow up the enquiries; along with a spare parts package supplied with the equipment, this achieves virtually continuous operational readiness.

Response time is guaranteed according to the service level agreement with the customer.

An initial stock of spare parts is defined during production to make sure parts are immediately available during the start-up of your automated material handling system. After commissioning, the terms of your negotiated service level agreement (sla) determine the immediate availability of parts. Our support packages include options for keeping parts for your system on hand at our factory, at your local System Logistics branch or directly at your site.

The components of our machines are designed by our own engineers and are produced in compliance with strict specifications. To guarantee the performance of your system, we recommend the use of System Logistics parts only. Although we only use top components, warranties are affected by proper use and installation.

MAINTENANCE PACKAGES

Preventative maintenance

Preventative maintenance is the best way to ensure the performance and minimize downtime of your automated material handling system. Depending upon your needs, we’ll design a custom maintenance package to sustain your productivity and efficiency levels over time. Your maintenance package includes detailed reports and recommendations for any necessary adjustments or corrective actions.

Maintenance management software

To keep your automated material handling system running smoothly, we offer maintenance management software that warns you about any problems and makes recommendations for service and replacement of parts based on level of use.

IT maintenance

Our warehouse management software applications are continuously improved to maximize performance. Our it maintenance contract guarantees that your system is always up-to-date with the latest versions of our software and because upgrades are installed remotely, there’s no need for a technician to visit your site.

As your business continues to grow and change in the future, it’s likely that your automated material handling system will require updates or adjustments in order to maintain peak productivity and efficiency. As part of our comprehensive customer support program, our logistics consultants will:

Analyze your current material handling and logistics systems
Define areas in need of upgrades or modifications, including your warehouse management software, PLC, and electronics
Review all possibilities for improvement, including expanding current systems and enhancing or replacing out-of-date technologies
Outline the costs and benefits of all recommendations

We know that changes to your systems can have major implications for your operation. All after-market activities are managed by our customer support team, who is specially trained to reduce system downtime and the impact on your operation.

Training management and staff on a new material handling system is absolutely critical, whether you’re installing a single piece of equipment or implementing an entirely new warehouse automation process. Staff must understand how to properly use the system and how to take advantage of features to maximize productivity and efficiency.

Our training program includes both standard and customized courses that may be presented on your premises or at our factory. Classes are designed for logistics managers, warehouse supervisors, system operators and supervisors, and maintenance technicians and are structured around participants’ levels of knowledge.

Our customized training programs include:

Training on warehouse management software
Basic and advanced courses for system operators and supervisors
Course for maintenance technicians
Training on safety regulations