CUSTOMER SERVICE
& SUPPORT
Intelligrated Customer Service & Support is available 24X7X365 to provide the services needed to keep your equipment running at peak efficiency. Whether it’s on-site support or troubleshooting via our technical support hotline, Intelligrated has the most comprehensive customer support program in the industry.
Intelligrated is uniquely qualified to offer total service and support, including:
• IN-24X7® technical support
• Customer centric, web-based support tools • Comprehensive replacement parts
• Regional field service
• Equipment, maintenance and system audits • System upgrades and modifications
• Full service and maintenance contracts • Preventive maintenance programs • Customized training and documentation
• Secure remote connectivity and system monitoring
Customer Service & Support
Technical Support
Intelligrated Technical Support offers our customers superior solutions and services including the following innovations designed to maximize system productivity, uptime and ultimately reduce operating costs.
IN-24X7® Technical Support + 1 877.315.3400
• One number connects you directly to our technical support call center staffed by knowledgeable system engineers
• Remote access to your system to troubleshoot, identify and respond immediately to issues with the appropriate support solution
Customer Centric, Web-based Support Tools
• Easy access to Dashboard™ project tracking database,
Knowledgebase™ FAQ database and OnTimeParts™ providing complete system support at your fingertips
• Tracks each incident to resolution while providing real-time notifications and reports
• Centralized area for all project documentation including schematics, layouts and user guides
• Online database of proven tips and techniques to aid in the repair, diagnosis and maintenance of your material handling system
• All information regarding product updates, part number changes and technical service bulletins in an easy-to-navigate format
• 24X7 technical support hotline staffed by controls professionals
• Industry-leading connectivity and response times • System documentation and troubleshooting at your
fingertips or a phone call away
• Complete visibility of your system support • Secure remote connectivity and diagnosis
One number for all your support needs:
Intelligrated has one of the largest dedicated service engineering forces in the material handling industry. Whether you require system start-up, equipment servicing, emergency response, turnkey maintenance responsibility or in-house staff support, Intelligrated Customer Service & Support offers a comprehensive service
program that comprises:
Regional Field Service
Replacement Parts
Intelligrated’s OnTimeParts™ is the industry’s most comprehensive material handling on-line parts catalog. Our unique one-stop shop makes it easier to find, order and receive replacement and spare parts for your material handling equipment. Our world-class parts distribution center stocks genuine replacement parts for all Alvey®, Buschman®, Cleco®, Crisplant®, Davco™, FKI Logistex®, Intelligrated®, Mathews®, Real Time Solutions®, Stearns® and Versa™ material handling systems and machinery.
• Large network of experienced regional service engineers • Emergency repairs
• Preventive maintenance programs • Troubleshooting
• Equipment installation and relocation • System / process optimization
• Experienced service supervision • Status on system conditions
• Full service and maintenance contracts • OnTimeParts
– Full-service material handling on-line parts catalog – Easy to use, one-stop shop for all your parts needs – Competitive pricing
– View order history, order status, OEM cross-reference part numbers • Fast service
– Dedicated parts fulfillment
– OEM and commodity parts in-stock for immediate shipment – Expanded business hours, 8am to 8pm EST, Monday – Friday
with 24X7 emergency parts support. Call + 1 877.315.3400 to connect. • Value-added services
– 24X7 emergency parts service
– Comprehensive recommended spare parts list
– Onsite put-away, stockroom design and setup assistance available – Warranty administration
Intelligrated offers comprehensive, high-level audits and service support for your equipment and systems. Completed by Intelligrated engineers, audits are a proven method to ensure that your existing systems operate at peak performance levels and meet the needs of your operation today and in the future. Benefits of Intelligrated equipment and system audits include:
Equipment, Maintenance & System Audits
• Identify methods to increase system capacity and throughput • Find and correct issues before they require expensive parts replacements
• Improved utilization and uptime
• Reduced operational and maintenance costs • Extend the life of your existing systems
• Extend the life of your existing systems • Increase system capacity
• Improve system utilization
• Provide enhanced monitoring and reporting tools • Increase system stability and availability
• Upgrade controls and mechanical equipment • Provide expanded system functionality
• Preventive maintenance program development • OSHA authorized trainers
• Classroom, hands-on and web-based training programs available
• Manuals available in both printed and electronic formats • Training courses offered include:
- Equipment operation, maintenance and troubleshooting - Control system operation, maintenance and troubleshooting - OSHA 10 and 30-hour general industry safety
- Control of hazardous energy (lockout/tagout) - Basic electricity for maintenance personnel
- Conveyor 101 - conveyor and material handling overview - Refresher or customized training
Operator and maintenance training is crucial to the efficient operation of a distribution, fullfillment or manufacturing facility. Intelligrated’s certified training professionals use a combination of classroom discussion and hands-on demonstration to provide your staff with the best training possible. Our training and product manuals include easy-to-follow procedures and illustrations designed to assist your operations and maintenance staff in performing essential tasks. Intelligrated documentation also incorporates exploded-view drawings of subassemblies to show assembly breakdowns and simplify part identification.
Technical Service & Parts Hotline
Phone + 1 877.315.3400
www.ontimeparts.com
To keep our customers’ systems updated and ready for future performance and technology demands, the Intelligrated Customer Service & Support team can examine currently installed material handling systems and software and evaluate the potential benefit from upgrades and modifications. System and software retrofits, rebuilds and upgrades offer the following benefits:
Training & Documentation
Contact Intelligrated Customer Service & Support
Upgrades & Modifications
Intelligrated Customer Service & Support provides
the most robust support in the industry. Our
clients turn to Intelligrated for unmatched
responsiveness, high-quality of work, ability to
provide productivity solutions and for overall
return on investment.
CSSB01 4.10 © 2010 Intelligrated. All rights reserved.
• Systems Integration • Sortation Systems • Conveyor Systems • Palletizing Solutions • Software & Controls • Order Fulfillment Systems • 24x7 Technical Support • Design & Build
Intelligrated Products
and Services
Intelligrated Service & Support
The in-house Customer Service and Support (CSS) program offered by Intelligrated backs all of our products. Services available include:
• IN-24X7® technical support • Replacement parts logistics • Field service
• Equipment and system audits • Upgrades and modifications
• Full service and maintenance contracts • Preventive maintenance
• Customer training and documentation
CSS is available 24x7 to provide all of the services needed to keep your equipment running at peak efficiency. Whether it’s on-site support or troubleshooting via our hotline, Intelligrated has the most comprehensive customer support program in the industry.
Service and Parts Hotline Phone + 1 877.315.3400 www.ontimeparts.com
7901 Innovation Way, Mason, Ohio 45040 + 1 866.936.7300
info@intelligrated.com www.intelligrated.com
For more information, contact:
Headquarters in Mason, Ohio
About Intelligrated
Intelligrated is a leading American-owned, single-point provider of automated material handling solutions with operations in the U.S., Canada and Mexico. Headquartered in Cincinnati, Intelligrated designs, manufactures and installs complete material handling automation solutions, including IntelliSort® line sortation systems, Crisplant® tilt-tray and cross-belt sortation systems, conveyor systems, Alvey® palletizers and robotics, Real Time Solutions® order fulfillment systems, warehouse control software and advanced machine controls—all supported by 24x7 Customer Service and Support.
Serving the warehousing, distribution, consumer product manufacturing, postal and parcel markets, Intelligrated collaborates closely with its clients to develop productivity solutions and responds to their needs throughout the life of their material handling systems.
