Universal Robots (UR) has launched myUR, an online portal where distributors and end customers can register warranty cases, service requests and inquiries. In addition, registered users can register the serial number of the UR cobot here, creating a new communication and support platform. myUR is easy to access and use, and since its launch, the platform has transformed from a case management system to a forum where all stakeholders can connect with each other.
Chris Wilson, Vice President of Global Services and Customer Experience at Universal Robots, said: "With myUR, we respond quickly to inquiries and provide advice and solutions to our customers, which is an important part of our commitment to quality. Chris Wilson is responsible for ensuring that the UR cobot is up and running after deployment, and his team is using myUR as a new platform to communicate with customers and help them succeed through rapid response.
myUR: Fast-track issues and provide solutions
The user base of cobots is growing by a large number of advanced use cases and customer types. As the number of UR users continues to grow in recent years, the service team has been actively developing new ways for customers and distributors to proactively access help and support to respond more quickly to inquiries and provide effective solutions. myUR is one such platform.
Chris Wilson explains: "myUR was officially launched in 2020. With the platform, all parties involved have quick access to important data and find solutions to problems. Thanks to this, we have further improved the quality of our services. Customers can upload log files, problem videos, share information, and consult with reseller and UR technical support personnel online for the right solution. All your files are stored in one place, so you don't have to rely on email or other untraceable channels. We also have more comprehensive information that allows us to quickly locate and resolve issues. ”
"Whether within the distribution network or within UR, the service team can quickly route incoming cases to technical experts in order to find a solution within a short period of time," he says. ”
Dramatically optimize the existing robot fleet management system
Hanne Dorte Hansen, Head of Engineering at Universal Robots Services, explains how myUR has become an in-house robot fleet management system for many of our customers.
Hanne Dorte Hansen noted: "When we first started developing myUR, we agreed that the case management system would be the main feature of myUR. But it quickly became clear that the customer wanted to register their cobot information here, so we developed a fleet management feature that also enabled us to quickly contact the technical team to resolve the issue. The entire fleet of robots is registered in one place, information is shared among colleagues, and it is more convenient to manage the fleet internally. ”
The advent of myUR has greatly optimized the current fleet management system, which is generally handled in Excel sheets, even in large companies. myUR is also popular with UR sales partners.
Hanne Dorte Hansen says: "For us, distributors and certified system integrators are also part of this system. They can also take advantage of this powerful tool to access all the information about the cobots on sale by simply finding out the serial number. ”
myUR has proven to be a powerful tool. When a customer asks UR about a cobot, UR will recommend that the customer register myUR to solve the problem. At present, nearly 80% of the 85% of the questions asked through the myUR platform are answered within four hours.
Hanne Dorte Hansen emphasizes that myUR is not a replacement for the services provided to end users by UR sales channel partners, explaining: "It is both an efficient triage platform that helps us answer frequently asked questions and an attempt to get information directly from our customers; At the same time, we understand how distributors troubleshoot and resolve issues. Once a distributor has found a good solution, we can share it with other end users. It's a win-win indeed. ”
Leverage global data to support local remediation
The global sales of UR cobots have exceeded 50,000 units. Hanne Dorte Hansen said: "UR's market position provides us with an unrivalled platform for monitoring and learning. The data we collect from all over the world can be recorded in the same detail and fed into a consistent, high-quality process. As a result, we can get a faster picture of the global situation and identify and identify problems before they occur. ”
After the first installation and deployment, and after the application is successfully launched, UR also provides an extended service package to meet the needs of various customers. Chris Wilson explains: "Users have easy access to our team of experts in order to optimize operations and eliminate downtime; At the same time, the team of experts can provide preventive and remote inspections, rapid response visits, and co-training of in-house experts with partners. ”
First Aid Kit: Learning and Training
Chris Wilson describes how service requests have changed in recent years, giving an example: "Most of the user's problems are focused on the application deployed by the UR cobot, rather than the robot itself. For example, the camera is not compatible with the cobot interface. Programming problems are often caused by errors, so we strongly advocate training and education activities. UR has recently launched a number of new Universal Robots Academies and educational programs. The more knowledge a customer has, the more problems they can solve. Learning something new is the first aid kit that customers need the most. ”
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