Customer service – The human touch in automation

Behind the cutting-edge warehouse robots and streamlined processes are dedicated individuals who manage, maintain, and oversee these warehouse automation systems, underscoring the importance of skilled labor in the industry and the need for human collaboration amidst this intralogistics era. One key group often overlooked is the customer service team. These individuals play a vital role in supporting clients throughout their automation journey, ensuring a seamless transition and ongoing success.

At Swisslog, we understand that the transition from manual operations to automated processes can be a significant undertaking for warehouses. Implementing new warehouse automation technologies can be a complex and challenging process. Integrating advanced systems with existing warehouse operations and infrastructure often necessitates significant adjustments to existing workflows and employee mindsets.

The best tech alone will not help you succeed, and that is why we strongly believe in the influence of the human touch. Our team is committed to providing the support and guidance your team needs to have a smooth and successful transition.

How do we ensure we gain your trust to become your valued partner? With over 25 local offices set up all over the world, including five strategically located in Southeast Asia, we are committed to providing localized support tailored to your specific needs. Our local presence in Malaysia, Singapore, Thailand, Vietnam, and Indonesia, allows us to respond promptly and effectively, understanding your business challenges and communicating in your preferred language. This ensures initial planning through to long-term maintenance is as painless as possible.

Our team’s commitment to your success means that after the initial set-up, we will continue to help you optimize your warehouse automation systems, working closely with you to identify areas for improvement and implement strategies that maximize efficiency and minimize downtime.

We believe that by getting involved early in your warehouse automation journey, we can better understand your unique requirements and tailor our automated warehouse solutions to your specific needs. Our team is always available to answer your questions, provide guidance, and offer support throughout the entire process. Beyond taking the edge off of the initial phases of planning and onboarding, this close and continuous personalized contact builds trust. This trust doesn’t only pertain to your perception of us as a warehouse automation solutions provider, but as a partner that is invested in the advancement of your business.

Trust is the cornerstone of lasting partnerships. For almost 30 years, we have committed to being open, transparent, and steadfast in our engagement with customers in Southeast Asia so that you see us as a lifelong partner in your warehouse automation journey.

We conduct regular check-ins to review your warehousing automation system's performance, discuss challenges, and recommend enhancements that would enable you to continue reaping the rewards of automated warehousing. By staying informed about the latest developments and adapting to changing market conditions, you can enhance your intralogistics process while remaining competitive and achieving your business goals.

Warehouse automation changes the way your business operates and, by extension, the way your staff works. It is imperative to prioritize the well-being of your employees as much as you do the success of your business. To this end, Swisslog provides the support and resources they will need to succeed. Our team can provide training, guidance, and ongoing support to help them adapt to new technologies and processes. By empowering your employees to elevate their expertise and skillsets, we aim to help you maximize the benefits of warehouse automation and drive long-term success.

To ensure that our automated warehouse solutions continue to meet your evolving needs, we conduct annual customer surveys. The findings provide us with valuable insights into your satisfaction levels and, importantly, enable us to identify areas for improvement and further tailor our services to meet your needs.

Over the past three decades, we have acted as more than a mere provider of automated warehouse solutions – for many, we’ve been a trusted partner committed to their long-term success. Our enduring presence in our customers’ businesses means we are available 24/7 – to support them no matter what challenges may arise. This is an incredibly valuable assurance for customers who cannot afford downtime.

The results of our unwavering commitment to customer satisfaction are clear. A large number of our customers – ranging from 3PL service providers or cold chain logistics to semiconductor manufacturing – are decades-long return businesses, and they engage with us time and again for their automation needs as their business goals change and as the industry evolves. These repeat projects are a testament to the value we deliver and the trust we have built with our customers.

When you choose Swisslog, you're not just selecting a supplier; you're gaining a reliable partner who is dedicated to your success.