“How quickly we respond to an inquiry, offering advice and solutions to customers, is really critical and part of the quality journey. It is not just about the product.” Chris Wilson, UR’s VP of Global Service and Customer Experience, is responsible for assuring the UR cobots are up and running post-deployment with tools and processes in place not only to resolve issues but also to provide best practice recommendations. His team manages a service organization with hubs in Denmark, Detroit and Shanghai that now leverages new platforms to communicate with customers, ensuring fast responses and customer success.
myUR: Fast-Tracking Resolutions
As the active robot user group grew, the Service Team looked for innovative ways to enable customers and Distributors to reach out for help and support. In early 2020, an online portal, myUR, was launched, enabling distributors and end customers to register warranty cases, service requests and support inquiries. The portal also enables them to register their cobots’ serial numbers with UR, creating a whole new platform of communication and support. Since its initial launch, the accessibility and usability of myUR have evolved from a case management system into a forum where all stakeholders can engage and stay connected.