€500,000 web-based customer support system drives service costs and response times down

Industrial Robot

ISSN: 0143-991x

Article publication date: 1 June 2004

Keywords

Citation

(2004), "€500,000 web-based customer support system drives service costs and response times down", Industrial Robot, Vol. 31 No. 3. https://doi.org/10.1108/ir.2004.04931cab.009

Publisher

:

Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited


€500,000 web-based customer support system drives service costs and response times down

€500,000 web-based customer support system drives service costs and response times down

Keywords: Robots, FANUC, Service, Maintenance

A €500,000 investment in its customer support system is helping FANUC Robotics to reduce costs and increase the efficiency of its service operation. FANUC's technical service module (TSM) provides an individual record of all FANUC industrial robots operating throughout Europe (Plate 3).

Plate 3

Available online, the TSM system provides support engineers with up to date information from any location where the Internet can be accessed. Full specifications of each robot, together with service history and current case notes ensure that engineers arrive at customer sites fully prepared with any required replacement parts.

The TSM provides a web-based interface to a Baan relational database platform based at FANUC's Luxembourg European headquarters.

Chris Sumner, Managing Director of FANUC Robotics UK Ltd, commented, “With such a large installed base of FANUC robots throughout Europe, including over 5,000 in the UK, the TSM helps us to offer an efficient service to all our customers. As reliable as our products are, preventative maintenance remains essential to assure zero downtime – the detail held on the TSM allows us to make sure routine visits are the norm with customers rather than breakdown support.”

“One area we are now addressing is tracking down robots which have been sold on from the original owner. We are encouraging all users to contact us with details of their FANUC robots so that details can be entered into the system.”