Swisslog Warehouse & Distributions Solutions made significant investments in the expansion and modernization of its Global Help Desk operation.
Located at the company’s Newport News, Va., headquarters, the Global Help Desk supports customers in the Asia Pacific, Americas and European regions with 24/7, remote technical troubleshooting and condition monitoring for many top-tier clients in the e-commerce/retail, food and beverage, pharmaceutical and automotive segments.
Enhancements include a new high-tech system that enables the team to be more proactive in remotely detecting and diagnosing problems. In addition, in-depth metrics and analysis of call volumes and patterns continually help Swisslog to focus on resource allocation and scheduling.
“It’s an exciting time in our industry. Innovations are happening quickly, and Swisslog invests in our team and offerings, so that we can continue to deliver exceptional customer value,” says Nicholas Tripptree, vice president of customer support, Swisslog WDS Americas. “Not only have we improved our Global Help Desk, but we are [also] staffing it with a larger team that includes expert engineers on-site at all times who are available to tackle the most challenging technical situations.”