Page 0013

Thomas Müller, Head of CS

Germany

Thomas is married and has two sons.

'I am a workaholic - which is good

and bad at the same time! Let's say

my family always remind me why I

work as hard as I do - spending my

free time with them and friends brings

fruitful ground for new work ideas.'

´éČ swisslog.com/service

KEEP INSTALLATIONS TECHNICALLY UP TO DATE WITH OUR

PREVENTIVE MAINTENANCE

REMOTE COMMISSIONING MAKES OUR EXPERTS EVEN MORE

ACCESSIBLE TO CUSTOMERS

13

of communication. For instance, in partnership with the customer, we installed web cameras

so that we could track the progress of the project with a live view. It was a steep learning

curve, as it proved to be something new to our crew.

ENABLING OWNERSHIP

With the increasing presence of data and the progress in acquiring it, remote installations and

customer service will become more frequent in the future. Thanks to modern technology,

customers can be assisted with their warehouse-related problems within the blink of an eye.

In case of downtime, they can expect an immediate response and a document sent to their

Swisslog HoloLens glasses with a description of the solution, and the friendly voice of our

serviceman on the phone. 'Like IKEA does with its clients, we empower our customers with the

knowledge and ability to learn on the job,' emphasizes Thomas. It is quite satisfying to see

how customers fix the issue with their own hands, taking ownership of the system. With the

help of remote service via HoloLens, customers save reaction time, travel time, and costs,

while ensuring rapid hands-free collaboration on amendments in the system.

WHAT'S NEXT?

The Internet of Things (IoT) will continue to add value to automation within warehousing. It is

set to improve communication between sites and deliver more control over processes across

the supply chain by monitoring safety and stock levels, while expanding its meaning for

customer service. The global pandemic catalyzed the delivery of IoT in the form of VR/AR

support, as well as other emerging applications like predictive maintenance and digital twin

technology (virtual replication of a physical premises). 'We believe that rapid digitization will

enable the creation of smart technologies for customer service. What is most important,

however, is underlying trust and great relationships with customers - building long-lasting

partnerships and growing together. We are innovative for and because of our customers. We

want to change for them.' concludes Thomas.

CUSTOMER SERVICE: EMPOWERING WAREHOUSES THROUGH CHALLENGING TIMES

Index

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