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Mission: Impossible – Zero downtime

General planning Project management services
READING TIME 3 MINS

A group of extraordinary engineers, experts in the fields of software and mechanics for intralogistics automation, belong to the special forces headed up by Ilpo Nummelin, Cimcorp’s Vice President of Customer Support.

Cimcorp’s Success Services is a global customer support team that undertakes all the tasks that customers need support with. Your mission, Ilpo – should you choose to accept it – is to maximize customers’ system uptime to almost 100%.

This is a demanding mission. How do you plan to succeed in it?

Through seamless co-operation, both within the team and with customers. It’s no secret that it requires meticulous planning and open communication on both sides.

Ideally we will have clear understanding of the thrills and spills of a customer’s business before our solution is installed; then we can predict and avoid risks, and schedule maintenance to ensure minimum disturbance to the material flow.

It is our mission to minimize downtime to zero. We know that there will always be interruptions, and in reality zero downtime might be a myth. Nevertheless, zero is where we aim. It is better to aim high and miss by a little than to aim low and succeed.

How can you make such ambitious claims?

All members of our Success Services team are highly professional and experienced engineers. They operate with a robust team ethos, each having good overall knowledge of our solutions, as well as unique skills to benefit the team and thereby our customers.

With a potent mix of professional skills and strong teamwork, the insight of our experts helps to solve clients’ challenges effectively – often before they even materialize. But we cannot do it alone; we need our customers to do their part by providing access to necessary information, following protocols and demonstrating openness.

Why fix something that’s not broken?

With preventive maintenance, we can ensure that a solution runs optimally, there are no break-downs and no fallout from downtime.

All systems and solutions have wearable parts, which we can monitor and estimate the life of. Armed with the knowledge of our solution and the customer’s business, we can schedule any maintenance to have minimum impact.

What kind of customer support do you provide?

Everything is tailored to each customer’s unique needs. We can provide system support on site if required or, more often, remotely – over the telephone, via e-mail or via chat. We have different solutions for different needs.

We offer comprehensive training programs for operators as well as for maintenance personnel, delivered by dedicated training professionals. At the other end of the spectrum, we offer full service packages that allow our customers to focus on their core business.

Why use a single point of contact?

 Response time! When the clock is ticking, nothing is more frustrating than trying to find someone to help you. When customers make a call to our Success Services, they are always in need and in a hurry. They don’t want to start calling here and there. That’s our job.

The person who answers is more than qualified to handle most common issues. If there’s a bigger problem, this person is responsible for putting together the team to support the customer.

What makes Success Services, well, successful?

All experience – both successes and failures – is shared with the whole team. When it comes to time-critical support services, practice makes perfect. So we are committed to learning everything there is to know about our solutions and how to maximize their output and extend their life.

Why should customers choose Cimcorp?

For peace of mind. We can take care of the automation so that customers can focus on their core business. We offer world-class support and services globally – and we do it fast.

If you let us take the lead, we can deliver near-zero downtime from unscheduled stoppages. We strive to improve our technical capabilities in all areas in order to serve our customers better.

And, most of all, we’re prepared to do whatever it takes to help our customers thrive in their business. We genuinely care about our customers and we believe in honesty and open communication – especially during challenging situations.

Mission accomplished!

Author Anna-Mari Vuollet

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