Servicing All Makes and All Models of Equipment and Software

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1 Customer Service Solutions Servicing All Makes and All Models of Equipment and Software Optimize Your Supply Chain.

2 Total Life Cycle Support Optimizing the productivity and longevity of your investment The final phase in Dematic s supply chain improvement methodology Realize the Need Analysis Solution Engineer Implement Change Manage for Change Design You ve invested a lot in your logistics infrastructure and you expect your systems to perform at a high level. But, something you may not have considered strategic is the critical importance of ongoing support. Capital Investment Elements of an Ownership Strategy Parts Supply, Test and Repair On-Demand Technical Support Maintenance & Service Supply Chain Operations Maintenance Support and Upgrades The initial investment in a supply chain technology solution is a relatively small fraction of the cost of ownership. The quality of the remaining life cycle management investment, however, is 100% responsible for delivering your ROI and assuring your mission is fulfilled. At Dematic, support services are a core competency. That s why we ve built an actionoriented, fast response culture with advanced tools, and we re available when you need us 24/7, 365 days a year. Dematic expertly supports system installations provided by other suppliers as well as our valued customers. With ongoing service and support from Dematic, you will get the most out of your investment. That means maximizing uptime, reducing operational cost, enhancing safety and keeping your technology current. Additionally, as your business changes, we are there to help you modify and adjust your systems accordingly. Modernization Asset Management Systems Depending on your in-house focus and aptitude, you may choose to rely on Dematic for some or all of the elements that make up a complete ownership strategy. Modernize Parts LEVELS OF Operate Asset Management System CUSTOMER Support Maintain ENGAGEMENT 2

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4 Technical Support Call Center We re always here at Fast response, advanced software tools, available 24/7/365 Support Dematic s always on Technical Support Call Center is your lifeline to over 2500 North American supply chain professionals regardless of the make or model of your technology. Our customer service goals are simple to provide our clients with: The highest achievable uptime The lowest life cycle costs Measurable Key Performance Indicators (KPIs) to ensure their satisfaction Our team employs the resources and tools to provide exceptional support whenever our clients need it. Talent: Dematic technologists on standby to resolve client issues, not operators or a thirdparty service. Urgency: Depending on issue severity, our formal escalation process draws increasing resources and visibility until the client is satisfied. Tools: Contemporary tracking systems monitor every call, log all activities and report on resolution, root cause and future advice. We understand that client needs evolve over the life of a system and each client has different shift schedules, risk tolerances, skill sets, labor pools to draw from and other unique characteristics. Always On Support Call Center Problem Solving (Emergency or Otherwise) Operation Advice Parts Supply, Repair and Testing Scheduling On-Site Resources...and More! That is why our support process begins with interviewing our clients to understand their needs and culture before offering support solutions. Comprehensive Training Properly trained operations and maintenance employees are key to maintaining optimum system performance and satisfaction. Dematic offers an extensive menu of continuous educational resources to keep your team current and to bring new employees up-to-speed. Available formats include: On-site classroom and hands-on operations and maintenance Factory training of the equipment and controls during manufacturing and test On-line e-learning modules for bite-sized convenient education Dematic s Mobile Training Unit for on-site, detailed equipment study Operational Excellence a consultative process to help managers optimize daily operational productivity The Material Handling and Logistics Conference an annual event unmatched in general supply chain education for all levels and interests 4

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6 Service and Maintenance Available full-time, periodically or on-demand Maintenance and proactive support reduces your risk of downtime & assures much higher system performance levels Maintain Dematic offers a variety of service solutions to match every client s specific need and keep their equipment and software operating at peak performance. Resident Maintenance If you want to concentrate on your core competencies and outsource the rest, Resident Maintenance may be right for you. Resident Maintenance Responsibilities Preventive & Routine Maintenance Spare Parts Management Emergency Repairs Monitoring & Reporting Peak Support Optional: Facility Infrastructure Support With full facility staffing, Dematic provides the entire maintenance staff to meet all supply chain system needs. From HVAC to fork truck maintenance to material handling maintenance, we will provide talent in the right quantity. Preventative Maintenance If your organization is staffed and trained to maintain your investment, but you seek best-practice professionals to ensure up-to-date and optimized service levels, Preventative Maintenance is the answer. A team of Dematic experts will visit your operation quarterly, for example, to augment your team and perform services such as: Comprehensive factory-level maintenance Quality audits Safety inspections Retraining Obsolescence inspections Performance tuning Field Service Dematic s over 200 highly trained technicians are located throughout North America. They are strategically placed where supply chain activity is concentrated, providing rapid response and great value. Supplemented Support Dematic draws from a deep and talented staff to provide qualified technicians. Our staff can augment your maintenance team as you grow or as peak/seasonal demands require. This unique and valuable service is available on a daily, weekly or monthly basis. Alert Monitoring Dematic s Alert Monitoring Service (AMS) is an optional early warming system to improve operational performance. With AMS we constantly monitor your system looking for nonstandard events before they become issues. The system sends electronic alerts to the site s maintenance staff and Dematic Remote Technical Support advising the nature of the alert, where the alert is located, how to troubleshoot the alert and why the alert was issued allowing situations to be addressed before they affect your business. AMS has proven to more than double the transfer of critical data and reduce by half the number of calls required to Dematic for assistance! 6

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8 Modernization New life for old systems regardless of make or model Changing business needs? New market demands? Aging technology? Dematic Modernization upgrades and modifies existing systems to the performance and functionality you need now. Modernize Another key capability of Dematic Customer Service is our department dedicated to providing modernizations. Its mission is to extend the service life and functionality of Dematic and non-dematic equipment with minimal disruption to operational schedule. Modernizations are upgrades and improvements that can add years of life to components and entire systems. Specific benefits include: Extend longevity and ROI of aging assets Minimize future capital expenditures Lower total cost of ownership Add functionality Reduce maintenance costs Improve system availability Within the modernization group, Project Managers, Engineers (Controls, Mechanical and Software) and Installation & Planning Coordinators are dedicated to revitalizing existing systems an expert team that performs work on live, missioncritical systems with minimal interruption. Typical Modernization Programs New Equipment Controls Upgrade/Replacement of Software Systems Component Upgrade Kits Equipment Replacement Energy Management Re-missioning Old Systems System Expansions & Relocations Safety Upgrades The process begins with a Modernization Audit where Dematic experts conduct a technical review of your equipment, controls, software and material flow. They look for areas of pending obsolescence, poor operation, and opportunities where new technologies and practice will return value. Dematic has a wide range of products and services that can be customized to the need of each client. We focus on uptime and life cycle cost, and the benefits are not limited to Dematic products and systems. For over 30 years Dematic has been modernizing and breathing new life into nearly every make and model of material handling systems. Our proven, low-risk methodology of analysis, design, plan and test has extended the value and productivity of systems throughout North America. 8

9 Asset Management Systems Computerized Maintenance Management Systems Dematic CMMS Turn your maintenance department into a profit center Asset Management System Dematic CMMS is the facility solution for maximizing the productivity and reliability of your operation. Take maintenance requirements to the next level integrate them into a systematic solution that eliminates cost by reducing breakdowns and extending asset life. This is the core of Dematic s ownership strategy: to manage the people, parts, equipment and processes that make a system function well. Dematic CMMS is as flexible as it is powerful: A Web-based solution that can be hosted onsite or offsite An Application Programming Interface (API) for straightforward integration with existing SCADA, ERP and.net systems Mobile user interface options for untethered access with smart phones or tablets Dematic CMMS Modules Work Management Inspections Reporting and Dashboards Inventory Preventative Maintenance Mobile User Interface Truly manage your facility assets: Maximize productive availability and minimize maintenance labor and parts costs with Dematic CMMS. Dematic CMMS features a modular architecture that addresses each critical area of efficiently maintaining your facility assets. 9

10 Supply Chain Operations Providing the talent as well as the technology If your company s value revolves around marketing, production and/ or innovation but not materials handling, allow Dematic to provide the operational resources. Operate Select business partners of Dematic have realized that although the supply chain is strategic to their success, it is not their core mission. Their focus and resources are better spent on industry leadership through manufacturing, retail, product development and the like. For them, Dematic supply chain operations, HK Logistics, is the answer. HK Logistics offers dedicated resources to operate and manage a modern automated supply chain facility. After Dematic designs and installs best-fit technology to give your company a competitive edge, HK Logistics can provide the staff to manage, operate and maintain the system so you can remain dedicated to your real mission. Optionally, Dematic and our finance partners can work with your team to establish an asset leasing arrangement that will minimize your capital outlay and effectively provide you the turnkey service of supply chain for an agreeable monthly fee. Benefits of HK Logistics Guaranteed Performance Metrics Free up Valuable Resources Lower Labor Levels Best-in-Class Operational Practices Potential Balance Sheet Reduction Automation ROI with Minimal Investment Example operations include: Inbound logistics Kitting and sequencing for manufacturing Added value operations Order fulfillment Delivery to line Reverse logistics If you are interested in enjoying the many rewards of contemporary supply chain technology but would rather not spend energy on staffing, maintenance and ownership, consider our HK Logistics for your new or existing supply chain operations. 10

11 Parts Logistics High-speed delivery of quality components Parts availability is crucial. Dematic supplies the genuine, high-quality parts needed when they are needed. Parts Two key goals of an ownership strategy: A properly designed spare parts inventory and quality replacement parts delivered quickly. Dematic Parts Logistics Operation is the industry best at helping clients achieve both. First, Dematic saves you money by reducing their on-site inventory needs. Because Dematic carries a $22M inventory of parts with over 18,000 SKUs, you can minimize inventory, saving considerable cost. Second, Dematic can get you parts fast 98.7% of all of orders ship the same day. Our warehouse is located in Memphis, Tennessee, a major freight hub centrally located in North America. This takes critical time off of deliveries. Parts Logistic Highlights Centralized North American Distribution Online Ordering Domestic Test & Repair Facility CMMS-Based Inventory Management We are able to receive ground shipment orders as late as 8:30 P.M. and ship the order on the exact same day. For next day air orders, we are able to receive orders as late as midnight and have the part at your site by 8:30 A.M. Next, we make it convenient. Order parts by: Phone: (800) staffed 24/7 by dedicated parts specialists partsorders-us@dematic.com Fax: (616) EDI Web: Our parts website is state-of-the-art with pictures of over 55,000 parts, inventory status, site-specific drawings, equipment lists, order histories, product bulletins and much more. Confirmations and statuses are ed so you know exactly where your parts are when en route. Finally, we save you money. Dematic provides a low price guarantee on all our parts pricing. If you find a price less than the Dematic price, we will match it! We also provide free ground shipping with our daily replacement part orders. 11

12 North America 24/7 Support Overview of Customer Service Solutions Modernize Ownership Strategy Full Time Frequency Periodic As Needed Scope Equipment Controls Software Modernizations Overview Meet your changing demands and prevent obsolescence Operate Supply Chain Operations HK Logistics operations talent & resources to run your facility Maintain Resident Maintenance Full time, onsite turnkey expertise Preventative Maintenance Field Service Supplemental Service/Peak Support Software Maintenance Managed Care Scheduled visits for maintenance and inspections On-call talent available when you need it Additional temporary resources for peak demand or staffing shortages Access to software upgrades, patches, new releases, etc. Off-site backup testing of application and layered product updates Asset Management System Computerized Maintenance Management Systems Manage and optimize maintenance, assets, parts and data Support Parts Remote Support Unlimited Remote Support eservice Alert Monitoring Service Parts Logistics Unlimited access to 24/7/365 Technical Support Center Pay-as-you-go access to 24/7/365 Technical Support Center 24/7/365 monitoring & reporting of critical system metrics Spare and replacement parts delivered, tested and repaired Note: Safety, Health, Environment and Sustainability concerns are intrinsic to Dematic operations and value propositions. We hold ourselves accountable for safeguarding the health, safety and environment of our employees and contractors, the visitors to our sites, our customers and the communities where we conduct business activities. We take seriously our responsibility to design and provide products, services, expertise and ongoing support that are safe and supportive of their environment. Dematic Corp. Order-No. BR-1030 Printed in USA 03/15