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"The Rest of the Robot" |
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Customers: Customer Support
One
of the most important things we try to do with our products, documentation and
media is to make the engineers job easier. As engineers with automation
backgrounds we have all had to deal with late deliveries, expensive custom
products, poor product documentation, incomplete or non-existent cad files,
difficult product ordering and a host of other impediments to getting a project
out on time and under budget. We designed our products and support media to
address these problems. We even include all necessary hardware and fittings
designed to be used with our projects. These may sound like little things but
they can become some of the most time consuming details of a project. We are
even considering selling special tool kits, which include every tool required to
assemble, integrate or repair our products. Little things do mean a lot. Maintenance
is also a very important area. The design engineer is only associated with the
equipment from design to shipment. After that the end user’s plant maintenance
engineers are responsible for keeping them up and running for years to come. We
have comprehensive product manuals (which aren’t available from any of our
competitors). The format of these manuals currently is text and diagrams but we
intend to make them interactive with high-resolution photos and video clips.
These would be available to the end users over the Internet or on our CD ROM.
The end user will be a very important key to our continued growth and success. A
plant engineer will have control of specifying our products on future projects
and in-house retooling. In any case we want to make sure we support any users of
our products and have them be thoroughly satisfied with the integration,
operating performance and maintenance of our products. The
final area that is absolutely critical is the distributor’s local support and
supply. Having the ability to visit and see the customers application and allow
him to see the products will be a new experience for many of these engineers.
Most have had to settle with ordering the products from a catalog and hoping for
the best. You will run into customers who are entrenched in their robotic
tooling preferences. The main reason for this is that they know these products
and haven’t been burned by them. They are reluctant to change because there is
so little information or support for any other products out there. We intend to
radically change how engineers choose purchase, integrate and support their
flexible automation projects.
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Home Products Environments Sales Support Copyright © 2000 Robotic Interface Systems Technologies - Phone: 1-888-747-8322 Fax: 1-203-316-8685 |
