Customer support from start to finish
We deliver a sustained Hypercare customer support program to meet your specific needs from exploration through operation. We make automation technology planning and execution easy. While artificial intelligence has made great strides in e-commerce fulfillment, new technology must be thoughtfully integrated into vast existing warehouse delivery systems. We guide clients to the best solution for their particular situation. Our experienced field engineers and problem-solvers are equipped to help you ask the right questions at the start of the project so that the right KPIs are met after installation to achieve your goals. We collaborate with you and draw on the OSARO Partners Alliance, our ecosystem of trusted partners, to optimize the performance of your specific operation.
Hypercare: a five-phase customer success program
OSARO’s five-phase program includes Scoping, Installation, Acceptance, Deployment, and Performance Monitoring. On-site technical staff execute the deployment over several months and a senior customer success team member manages the deployment in weekly meetings. The OSARO Hypercare support program includes:
Scoping: The process starts with listening to the customer to establish detailed needs and pain points. This yields a thorough understanding of how the automation can fit into an existing operation.
Installation: OSARO leverages partners to assemble the precise expertise needed to meet each client’s specific use case.
Acceptance: The team conducts rigorous system testing and holds weekly meetings to ensure client expectations while managing vendors and troubleshooting issues as they arise.
Deployment: OSARO co-develops comprehensive Standard Operating Procedures with the customer, performs operator training, and incorporates Voice of Customer feedback for system fine-tuning and final polish.
Performance Monitoring: OSARO kicks off remote monitoring of system performance and regular executive business reviews to ensure continuous customer success and optimal system performance.
Video: The customer experience at Zenni
OSARO uses machine-learning technology to enable advanced pick-and-place robotics with superior precision and adaptability for high-SKU e-commerce fulfillment solutions.
We offer a business approach that includes Robot-as-a-Service plans which shift costs to lower-risk operational budgets and give customers the flexibility to quickly meet changing warehouse needs.
We deliver a sustained, five-phase customer support program to meet your specific process needs and ensures performance from exploration through successful operation.