FANUC Robotics' Customer Resource Center (cRc) offers world-class support services, including the Diagnostic Resource Center (DRC), a world-class call center and technical phone support. The cRc will feature its wide range of services during IMTS 2006 at McCormick Place, Chicago, USA. 'FANUC Robotics' Customer Resource Center is committed to making it easy for our customers to work with us.
We continuously measure our performance to ensure that we meet or exceed our customers' expectations, doing whatever we can to make every contact with FANUC Robotics a great experience,' said Andy Denny, vice president of FANUC Robotics' Customer Resource Center.
The following highlights many of the customer services offered by FANUC Robotics' Customer Resource Center.
* Diagnostic Resource Center - the DRC is an easy-to-use online troubleshooting tool that helps beginners and advanced users quickly solve robot-related issues.
The DRC provides access to an extensive library of diagnostic information, photos, and circuit diagrams for FANUC Robotics' controllers.
In addition, the DRC can be customized by integrating customer-specific prints and other information.
Integrated content covering error codes, flowcharts, prints, reference material, CAD files and more helps customers quickly identify solutions.
Customers can also instantly add electronic 'post-it' notes to mark relevant information.
'The DRC provides the most comprehensive troubleshooting solution available on the market,' said Denny.
With the Diagnostic Resource Center - i Pendant edition (iDRC) controller option, the user can have instant access to more advanced diagnostic information including: step-by-step diagnostic flow charts, schematics, component pictures, and email enhanced capabilities, which allows the robot to automatically send emails regarding items such as errors or production status.
In addition to the iDRC, other controller options including cycle time and fault analysis functions can all significantly improve system uptime and productivity.
* World-class call center - FANUC Robotics' world-class call center redefines the performance of a traditional customer support call center.
'Since introducing our call center, we've seen marked improvements in customer satisfaction.
We have a team of the industry's best people, and continue to make significant investments in the latest technologies to maximize our responsiveness,' said Denny.
According to Denny, the call center agents are three steps into the call before it is answered.
State of the art technology provides fast and accurate customer information at a moments notice, and efficiently routes customers to the appropriate call center agent based on their specific requirements.
* Parts services - FANUC Robotics is able to ship over 90 percent of spare parts orders within four weeks.
Down robot situations are given the highest priority, which is reflected in the group's performance record of shipping over 99% of down robot spare parts within 24h.
For customer phone inquiries, Customer Resource Center spare parts representatives continue to exceed their goal of resolving 98% of all customer requests on the first call.
'This response rate is a direct reflection of our expert team of call center personnel who are ready and able to support our customer's needs at all times, added Denny.