Thomas Müller, Head of CS
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.'
KEEP INSTALLATIONS TECHNICALLY UP TO DATE WITH OUR
REMOTE COMMISSIONING MAKES OUR EXPERTS EVEN MORE
ACCESSIBLE TO CUSTOMERS
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.
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.
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