CSS provides fast answers and limits downtime for EASYpick order fulfillment system customers(Emeryville, CA: October 27, 2004) FKI Logistex® (www.fkilogistex.com), a global leader in integrated material handling solutions, introduces its EASYpick® order fulfillment system Customer Service & Support (CSS) program. Offering complete installation service and support, as well as a variety of post-installation options, EASYpick CSS sets FKI Logistex apart as the material handling industry's leading value-added provider of light- and voice-directed picking and putting solutions.EASYpick CSS provides remote support for 99.9 percent of EASYpick's in-warranty service issues, ensuring that customers receive the fastest response and operational downtime is kept to a minimum. With more than 300 installed sites in North America, South America, and Europe, CSS supports the EASYpick product line with a dedicated, in-house staff and full, true no-days-off, 24/7/365 service via its operations in Emeryville, California."This level of service and dedicated resources is another important reason why EASYpick is the material handling industry's leading order fulfillment system for warehouses and distribution centers," says John Westendorf, president, FKI Logistex Warehouse and Distribution North America. "Through our CSS program, we've made the decision to purchase EASYpick that much easier."Value-Added, Personalized ServiceEASYpick CSS engineers use direct customer connections, including virtual private networks (VPNs), frame relays, and Internet connections, to solve system issues. Remote fixes can include software patches, solutions to software interface problems, and hardware diagnostics. The CSS team uses state-of-the-art software that monitors customer systems and call histories to allow highly personalized support.Each EASYpick CSS customer is assigned to a dedicated technical support engineer. Support thresholds are set for each customer that alert engineers to high levels of service activity or repeat service calls. This enables the engineer to take proactive measures to resolve customer issues.Customer profiles are reviewed on a regular basis regardless of their activity. CSS team members are trained and certified in a variety of software and hardware platforms, and provide regular reports to project and sales managers to keep them aware of their system status. If an issue arises that is related to a third-party vendor, it is standard procedure for CSS personnel to collaborate with the vendor in solving the customer's problem.EASYpick CSS engineers use a series of clearly defined escalation procedures, enabling them to involve any FKI Logistex department or personnel necessary to provide the customer with the best possible solution. The CSS team follows the FKI Logistex philosophy that customer support and service are not limited to the engineers who answer the phones.About FKI Logistex North AmericaFKI Logistex® North America (www.fkilogistex.com) is a leading provider of automated material handling solutions, supplying its customers with an integrated set of leading-edge technologies in high-speed sortation, conveyor systems, carousels, palletizing, paperless pick products, AS/RS, controls, order processing software, RFID implementation, warehouse control systems, and total materials handling automation.FKI Logistex Airport, Post and Parcel integrates high-speed sortation and conveying systems to meet the high-throughput needs of postal and parcel customers, and provides advanced baggage handling, security, and RFID track-and-tracing for airports of all sizes. FKI Logistex Manufacturing Systems builds automated material handling systems using state-of-the-art technology for storing, picking, ID solutions, palletizing, kitting, packing and shipping that enable manufacturers to process more orders per day at a lower cost. FKI Logistex Warehouse and Distribution designs high-accuracy, high-speed, high-reliability material handling, sortation, and order fulfillment solutions for warehouses and distribution centers that shrink the supply chain and maximize material handling ROI.With projects that include many of the world's most advanced material handling operations, FKI Logistex is home to the industry's most successful and recognized brands, including Alvey palletizers, Buschman conveyors, Cleco cranes and AS/RS solutions, Crisplant sorters and baggage handling applications, IoSystems supervisory and automated control systems, Mathews conveyors, Real Time Solutions order fulfillment and picking solutions, and White carousels and automated storage solutions. For more information on FKI Logistex, click here to visit the FKI Logistex media center. For sales information, contact FKI Logistex by phone at (877) 935-4564 or by e-mail at [email protected].
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