“How quickly we respond to an inquiry, offering advice and solutions to customers, is really critical and part of the quality journey. It is not just about the product.” Chris Wilson, UR’s VP of Global Service and Customer Experience, is liable for assuring the UR cobots are up and working post-deployment with instruments and processes in place not solely to resolve points but additionally to offer finest observe suggestions. His group manages a service group with hubs in Denmark, Detroit and Shanghai that now leverages new platforms to speak with clients, guaranteeing quick responses and buyer success.
myUR: Fast-Tracking Resolutions
As the energetic robotic person group grew, the Service Team regarded for revolutionary methods to allow clients and Distributors to succeed in out for assist and assist. In early 2020, a web-based portal, myUR, was launched, enabling distributors and finish clients to register guarantee circumstances, service requests and assist inquiries. The portal additionally allows them to register their cobots’ serial numbers with UR, creating an entire new platform of communication and assist. Since its preliminary launch, the accessibility and usefulness of myUR have developed from a case administration system right into a discussion board the place all stakeholders can interact and keep related.