Dematic, a supplier of intra-logistics systems for the factory, warehouse and distribution centre, has introduce the Dematic Managed Services programme, a new service designed for proactively protecting customer investments. With Managed Services, customers outsource to Dematic the day-to-day IT functions of their system to improve operations (maximise uptime) and reduce expenses (minimise costs). The programme allows customer IT resources to concentrate on their internal systems, leaving intra-logistics to the experts at Dematic.
Managed Services grew out of an ongoing commitment by Dematic to be a partner with customers at all phases of a project. As competition for IT resources have become more competitive and software more sophisticated, the Dematic Customer Service department detected a growing need to provide assistance. Dematic began a dialogue with customers and identified many areas of concern, which included system administration, database administration and software patch management.
By offering Managed Services, Dematic lets customers choose help in any number of these areas depending on their needs. Often the benefit of having Dematic monitor their system is the deciding factor — identifying issues before they cause downtime. As a further benefit, Dematic Managed Service and Technical Support Desk engineers are ready to provide an accelerated, team-focused response if ever problems do arise.
"Managed Services represents a step beyond industry-standard support to ensure the IT integrity of customer systems," says Steve Brandt, Vice President of Customer Service Sales in North America. "We know from the very start how important an optimized supply chain is to our customers."
Up to 80% of IT related downtime is a result of human error such as being unfamiliar with the system or distracted with other, more pressing issues. Managed Services, with our trained and focused engineers, takes those sorts of errors out of the equation. In addition, the constant monitoring and attention to metrics can help identify trends that point to future issues. For example, increased throughput from expanding production may test the design limits of the server. With Managed Services, Dematic can alert customers and make recommendations long before the situation becomes critical.