Customer support for Beumer Group includes different services. Residential service is the kind that takes most of the work off the customer’s hands. With this service, companies can hand over the complete responsibility for availability, performance and economic efficiency of their material flows to Beumer specialists. They ensure trouble-free operation of the systems – and even stay permanently on the customer’s site. Read more below, about the sport manufacturer who relies on this service at its new distribution centre.
Beumer Group is a large international manufacturer in intralogistics providing customised system solutions in the fields of conveying, loading, palletising, packaging, sortation and distribution technology. It has developed its customer support into a business segment in its own right. Approximately 1,000 employees worldwide now work for this business segment. Beumer Customer Support offers customised service agreements to customers. They match the respective needs of the customer. “More and more manufacturers, especially logistics service providers, wish to concentrate on their own core business and to delegate the responsibility for their systems and machines”, says Guido Hesse, director customer support at Beumer. “Therefore, residential service plays an important role.” This service means that Beumer employees take on the responsibility for operating times, performance and economic efficiency . If necessary, they stay permanently on the customer’s site.
For example, a sports manufacturer who is not meantioned by name, relies on this service at his new distribution centre. The newly leased 40,000-square-metre warehouse complex is in the immediate vicinity of the extant building. Both buildings are linked to each other by an approximately 370-metre-long conveying system. In the head office, the supplies for retailers and distributors home and abroad are processed. In the additional warehouse complex the internet orders from all over Europe are exclusively handled.
The company intends to significantly increase its turnover in the E-commerce sector. Up to 200,000 online orders per day are supposed to be processed at peak times.
This calls for efficient material flows and reliable technology. The new building houses fully automated rack systems with about 300,000 storage places, order picking solutions, packaging stations and more. The biggest part of the intralogistics system is an almost nine-kilometre-long conveying system. “The roller conveyors and belt conveyors link the individual areas with each other and transport the goods from A to B”, explains Günther Rother, maintenance manager at Beumer Group. He belongs to a team of 70 service technicians who are working in five shifts 24 hours a day, 7 days a week to ensure smooth processes on site.
To avoid machine breakdowns Beumer employees also carry out preventive maintenance. The team carries out maintenance and inspection work on the systems at defined intervals. “We remove dirt, for example, since it may affect the operational reliability of machines and systems”, says Rother. “Movable parts are lubricated and correctly adjusted if necessary.” The team checks the safety devices of the machines and systems as well as their electrotechnical components and automation technology. Further work includes corrective maintenance. The employees check the technical installations and maintain them regularly, at agreed intervals.
“We manage about 2,500 different spare parts in total”, says Rother. “If required, we continue to adapt the scope and availability of the range.” To support daily work and ensure a high degree of transparency for our customers, the Beumer team has programmed a precisely matched computerised maintenance management system (CMMS).” The software manages all information relevant to maintenance in a data base. It provides order information on spare parts as timely as possible, manages the spare and wear parts inventory and calculates the demand.
Markus Petermeier, operations and maintenance manager at Beumer Group adds: “We have worked out a spare parts concept enabling us to take the required component to the place of repair within two minutes. In addition, we have developed a training module permitting our technicians to train themselves on all system parts. This helps us to ensure availability as desired by the customer.”
Residential Service also includes emergency schedules and exercises on system recovery and troubleshooting to enable the shortest possible response times. This also applies to remote diagnostics provided by the Beumer hotline.The Beumer team also takes care of system parts supplied by others. Still the customer has only one contact person who is available directly on his site for all questions, which makes communication much easier. All this is meant to enable the client to focus on his core business.
Tags:Beumer Group, CMMS, Customer service, Maintenance, Resitental service, Service team