CASE STUDY:
Rockwell Automation - RMA
About Rockwell Automation - RMA
Sector: Industrial Automation Manufacturer
Company size: 25,000-30,000
In this case study, we will examine Rockwell Automation, a prominent global manufacturer of industrial automation products, systems, and drives. Renowned for their industry-leading hardware, software, and services, Rockwell Automation delivers resilient, agile, and sustainable manufacturing solutions. Their dedication to collaboration fosters improved outcomes and drives exceptional results.
Rockwell Automation distributes its products globally through a network of specialised distributors and partners. These organisations work together as part of the worldwide Automation Partner Ecosystem, providing integrated solutions that enhance the quality and design of implementation projects.
Rockwell Automation is committed to supporting its customers through warranty and maintenance support available through framework agreements. Essential to the management of production facilities is the ability to receive 24-7 product and technical support especially during breakdown and maintenance events. A significant innovation in this area was the creation of an online automated RMA process with an integrated interactive VOIP alert to on-call engineers.
The Challenge
Rockwell Automation sought to improve access to its support framework by ensuring service requests from its customers were routed efficiently within agreed timeframes. This would improve response times and ensure customers were more effectively supported during critical breakdown or maintenance events. A key obstacle was the ability to route requests to a rota of on-call engineers whilst maintaining management updates for ongoing customer service. It was also essential for the system to actively require acceptance of an event by a given engineer through an active mobile telephone call.
Their goal was to implement a secure platform that would provide customers with a direct process for logging RMA requests within an agreed framework 24/7 365 days a year. The desired system needed to provide a web-based portal providing ongoing updates to the request and its progression whilst also delivering an active management process for communication with on-call engineers.
The Solution
Through our close partnership, we gained a deep understanding of Rockwell Automation’s requirements, enabling us to provide a truly integrated solution. The software was developed in August 2022 and rolled out in October of the same year.
The platform allows a customer to log a request via web portal specific to their product usage and automatically route that request to an on-call engineer. The system reviews the active rota and initiates a phone call with a transcription of the request. A confirmation is then taken via an audible message system though an integrated VOIP session. The platform also provides continuous updates to the client regarding the status of their request and ensures SLA’s are met through request management and prioritisation.
Previously this process was extremely time consuming for the client as their inbound calls were often routed to call operators around the world dependent on the time of day. Requests then had to managed manually from alternative time zones with delays in reaching suitable on-call engineers. This often resulted in significant delays to fix times and operational efficiency. The new solution removed the manual intervention and streamline the operations and communication process improving performance and customer satisfaction.
The system has become an essential management tool for framework customers to manage both maintenance and critical breakdown events. To ensure complete confidence, we built the platform on a robust architecture with multiple failover management hosted within our dedicated infrastructure.
Today, we remain committed to the ongoing development and support of the solution, ensuring a consistent, stable and reliable service. Delivering real world benefits to Rockwell Automation and its customers.
BENEFITS FROM THE SOLUTION
01
The new solution removed the manual intervention and streamline the operations and communication process improving performance and customer satisfaction.
02
The system has become an essential management tool for framework customers to manage both maintenance and critical breakdown events.
03
To ensure complete confidence, we built the platform on a robust architecture with failover protection and managed within our dedicated infrastructure.
04
Today, we remain committed to the ongoing development and support of the solution, ensuring a consistent, stable and reliable service.
