Customer Service

Creating Logistics Results

You’ve made a substantial capital investment
in a state-of-the-art warehousing and logistics
system. What you want now is for it to achieve
productivity targets 24 hours a day, seven days
a week, every week of the year.

We share that goal.


Tailored service packages to meet
your needs in the most effective and
economical way
Protection of your investment by
maximising the productivity of your
system throughout its lifecycle
Professional support from Dematic’s
highly trained, specialist technicians
Proactive planning to minimise
downtime with preventative
maintenance and anticipation of future
needs through ongoing operational
assessments
Minimise risk by having correct, quality
parts available when you need them
Lifecycle Support
Optimising your investment
Dematic works with you to ensure you get the best possible
performance out of your system throughout its life, with a
comprehensive range of service and support solutions.
Uptime Solutions from Dematic Support Services
With our ongoing service and support you
Scheduled repair
can be confident you will get the best out
of your investment. That means maximising Equipment condition assessments
uptime, minimising downtime, and knowing Preventative maintenance
that when you need to push the system hard Emergency service
during peak periods, you can rely on it.
Technical phone support
Parts supply and provisioning
Central to this promise is our range of service
solutions which provide you with specialist, Remote monitoring
professional support throughout the lifecycle Safety assessments
of your system. We are proud of our record Training services
of customer support and strive to achieve
Software and hardware support
best practice. Our technicians are trained
industry specialists who share their knowledge Wireless system support
by offering support to your operational
staff to get the most out of your system.
Enhanced services
As your business changes we also keep
Residential services
an eye on the future, continuing to work in
partnership with you to anticipate and meet Modernisation and upgrades
your ongoing system and training needs. System performance assessment and audits
Our comprehensive service plans offer
support at the level you need. No two Project
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Field Service and Support
Maximise uptime, minimise downtime
Modern materials handling systems, software and hardware
are highly reliable, but our experience has shown time and again
that preventative maintenance and proactive support pays for
itself by maximising productivity and reducing running costs and
system downtime.
Field Service
Keeping your system in peak condition will
ensure you get the most out of it, and you can
be confident that it will perform under pressure
without compromising safety or efficiency. Our
technicians are trained to spot the early signs
of wear and tear before they cause damage or
failure. They can replenish consumables as part
of the inspection, and can perform maintenance
on site and replace or repair parts.
We provide expert maintenance and support
for all your hardware such as printers, scanners,
voice terminals, Pick-to-Light, sort controls and
PLC hardware.
Remote monitoring
Our remote monitoring program takes your
IT to another level, using predictive tools to
improve your system’s performance as part
of a preventative maintenance program. Our
systems engineers can monitor your system
using diagnostic software, looking for potential
malfunctions and analysing events and issues
that could affect uptime performance.
Qualified field technicians with
hardware and software knowledge
Maintenance and upgrades
scheduled to fit with your
operational lifecycle
Configuration management of
your software and hardware
Comprehensive equipment and
system assessments to determine
the condition and performance
Equipment assessments of your system
Knowing the current condition of your
equipment is essential. Dematic specialists can
perform comprehensive assessments of your
equipment, whether it was provided by us or
another manufacturer. Our Equipment Condition
Assessment can recommend upgrades and
improvements to mechanical, controls and IT
systems as well as corrective maintenance.
Maintenance Agreement
Term agreements
Performance based
Spare parts management
Call centre service
Regular meetings
Recording and reporting
Maintenance includes
Maintenance audits
Preventative maintenance programs
Corrective and emergency support
Technical phone support
Remote diagnostic support
Warranty support
Reporting
 Residential Services
Ongoing, on-site support

Dematic Residential Services gives you a dedicated on-site

maintenance team, providing immediate support when and where you
need it. It also gives you a management system capable of identifying
issues before they arise and provides a clear point of responsibility.

Residential Services Your resident Dematic team will align their

This is a program which gives you the best of
both worlds. By engaging Dematic to provide
full time, on-site maintenance services for
your system, you remove the complexity of
recruitment, training and management. You also
receive a proactive preventative maintenance
program complete with the assurance of
immediate support, should it be necessary.
services with your business operations, which
means they can respond to your daily needs
and help your business meet its strategic goals.
Our resident services teams provide the best
maintenance services available today, with
specialised knowledge, skills and experience,
and can deliver you a competitive advantage.

Services
A Residential Services Agreement can provide
a cost-effective alternative to existing resources Maintenance management
or recruiting new internal resources. We will
On-site maintenance teams
select and train a dedicated team of Dematic
Preventative and corrective maintenance
technicians who will work as part of your team,
on your site. The number of people in the team, Planning and scheduling
their working hours, scheduling and areas of Software and IT support
specialisation can be tailored to your needs.
Hotline support

Parts management
It’s one of the best ways to protect your
investment, as the cost of contracting staff to Regular reporting

look after your system on site can be balanced Maintenance audits

against the cost of unscheduled repairs and
downtime that may be experienced with even
the best on-call service plans. Systems Support

Team size, working hours and
skills tailored to your needs
Can reduce unscheduled downtime
to give you a competitive edge
Computerised maintenance
Dematic takes full responsibility for providing
management systems
routine, corrective or emergency maintenance,
Early Warning System
as well as troubleshooting and technical support
on a day-to-day basis. Maintenance costs, Performance monitoring and reporting
including labour, downtime and parts, can
be tracked, measured and reported against
efficiency goals and productivity targets.

Provide accurate tracking and

measurement of costs and
performance
Real Time Logistics Services
Cutting edge service

Configuration, management and

Cutting-edge Radio Frequency, voice and other wireless systems
support of wireless infrastructure
are able to deliver significant time savings and cost benefits to your and terminals
business. As industry specialists, Dematic Real Time Logistics Services
Audits track assets and their
ensure that you realise the full potential of your wireless technology. configuration

Rapid turnaround time for all repairs

using factory-trained electronics
technicians

Annual performance audits including

Real Time Logistics Repair Centre
Dematic’s Real Time Logistics Service
Repair Centre specialises in wireless
network and IT systems support, and has
over 15 years experience providing prompt
repairs and reliable service. We stock a
comprehensive range of parts for Radio
Frequency, voice terminals, headsets, battery
chargers, and other wireless devices.
You can select the level of service you require
with customised Service Level Agreements,
providing agreed repair turnaround times and
minimising your inventory holdings. All repairs
are documented and reports are generated to
provide you with an understanding of repair
activities and an insight into the operational
effectiveness of your wireless network.
system updates
Field Service
As new technology continues to drive efficiency
up and costs down, we will work with you
to ensure your wireless technology works
flawlessly and is upgraded as and when
necessary to keep you ahead of the game.
When you need troubleshooters, we
have a national network of field engineers
to provide rapid support. We can get your
system back online by fault-finding with
the latest software and test equipment to
identify and resolve system problems fast.

Repair Centre Field Services

Agreed turnaround times Product installation, commissioning and support

Supports 1000’s of products in the field Local technicians

Local workshops in Australia and New Zealand Extensive training

Support inventory
 Dematic Spares
Available around the clock

When you invest in an integrated materials handling system

you expect it to perform around the clock, all year round. Parts
availability is crucial to this goal, and Dematic can supply the
genuine, high quality parts you need, when you need them.

Genuine Dematic Spare Parts Services

We believe that a materials handling system is
Commissioning parts
only as good as the parts that go into it. Proper
performance, trouble free operation and system Initial parts provisioning

longevity are all enhanced when a system is Insurance parts

maintained with original parts. Ongoing supply program for consumable parts

Warranty support
Dematic has installed systems throughout
Australia and New Zealand for more than 40 Warehouse setup

years. Every system is backed by a warranty On-site inventory assessments

and an extensive parts and logistics network. Parts research and technical support

Dematic ensures the availability of quality spare

parts through our local and global sourcing Parts and Equipment supplied
network. Our spare parts organisation ensures
Dematic equipment including cranes,
easy ordering and timely delivery. Our friendly
sorters, conveyors and diverts
local team is available to assist you and answer
Third party equipment including motors,
your technical and purchasing questions.
drives, bearings, belts, rollers and curves

The local team can advise you on the correct Controls equipment

parts holding and even set up your warehousing Scanners and printers
system if required. Pick-to-Light equipment

Real Time Logistics accessories including

terminals, batteries, antennas and scanners

Comprehensive stocks of Dematic

mechanical, electrical and controls
components as well as third party
equipment

Competitive prices coupled with

prompt and professional service

Expert advice on in-house

inventory holding
 Modernisation
Breathe new life into an old system

Existing systems assessed

and upgrades recommended
Changing business needs, new market demands, ageing and productivity
problems – you don’t necessarily need a new system. We recognise that Upgrades performed within
tight timescales to fit with your
as your business grows and develops, so can your system. Dematic has operational requirements
the technology, skills and experience to upgrade your existing equipment
Updated controls, software and
to increase throughput, productivity and accuracy.
components available for older
systems

Ongoing support provided to

ensure maximum benefit

Modernisation and upgrades Our technical experts have the experience

Your system has provided years of service,
and now it may be that it simply can’t perform
at the level you need it to, or your business
model and requirements may have changed.
Older systems can become expensive to repair
and maintain as parts and software become
obsolete and manufacturers go out of business.
Alternatively, you may want to implement
greater automation and new technologies.
and the knowledge to assess your existing
system and transform it in a way that will meet
your requirements today and into the future.
Technologies and Equipment
Storage retrieval machines
Sorters
Software and controls

Conveyors and electrical systems

Installing a new system may not be the only
Radio Frequency equipment
solution. We offer modernisation and upgrade
technologies which can transform your system Conveyors, strappers and printers
and deliver the increased efficiency, ease of Motors and drives
maintenance and reliability that you need.
Pick-to-Light systems

Safety systems
Upgrades can often be quicker and less
expensive to perform than complete
installations. Updated controls, software and
mechanical components are available, and they
may be all that’s needed to increase operating
efficiency to meet your current requirements.

6
Dematic Pty Ltd
24 Narabang Way
Belrose NSW 2085
Australia
T +61 9486 5555
F +61 9486 5511
info.anz@dematic.com
www.dematic.com.au

24/7 Service Hotline

Australia 1800 026 529
New Zealand 0800 226 529
service.au@dematic.com

Dematic
Service centre
locations

Europe America Asia Pacific

Dematic GmbH Dematic Corp. Dematic Pty Ltd
Carl-Legien-Str. 15 507 Plymouth Avenue NE 24 Narabang Way
63073 Offenbach Grand Rapids, Michigan 49505 Belrose NSW 2085
Germany USA Australia
T +49 69 8903-0 T +1 877 725-7500 T +61 9486 5555
F +49 69 8903-1299 F +1 616 913-7701 F +61 9486 5511
info@dematic.com info@dematic.com info.anz@dematic.com
www.dematic.com www.dematic.com www.dematic.com.au