Support for robots.
Our 1st level support team is easily accessible and seeks quick and pragmatic solutions in the interest of our customers. It receives problems or questions and forwards them to the internal URG teams if necessary. The 1st level support team keeps customers informed and ensures that enquiries are dealt with in a friendly and solution-oriented manner. Behind this is a well-positioned and technically experienced 2nd level support team, which provides assistance with more complex enquiries. This second level also supports customers in finding the solution themselves. It maintains the knowledge base in the support portals with How To guides as well as FAQs and answers questions in the user forums of the support portals.For the repair of robots, we operate a 600m² repair hub between Bochum and Dortmund. Here in Witten, a service team repairs defective robots in-house. The necessary maintenance work is carried out by the customer service team on site at our customers’ premises and problems are rectified directly. We attach particular importance to ensuring that our processes are effectively interlinked so that customers can besupported as quickly and as effectively as possible. We value constructive feedback so that we can constantly improve.