The Role of the Customer Success Organization at Automation NTH

Maximizing Returns on Automation Investments

Manufacturers frequently make significant investments in custom automation equipment to boost productivity, safety, and quality. To realize their desired ROI on these investments, the automation equipment must perform with minimal unplanned downtime while delivering the anticipated quality and cycle time. This requires a skilled workforce capable of operating and maintaining the equipment, proactive support to prevent issues, and responsive troubleshooting for prompt issue resolution. Automation NTH’s Customer Success Organization (CSO) is designed to support manufacturers across these areas to ensure they maximize the return on their automation investments.

What is Customer Success?

Customer Success is an organizational commitment to our customers that they will achieve their desired outcomes from their automation equipment. Custom automation equipment can be complex and incorporate a wide range of technology. Customer Success helps manufacturers manage this complexity through its holistic support of the production environment and technology.

Automation NTH’s Customer Success Organization

Automation NTH’s Customer Success approach is a partnership that extends beyond the traditional transactional customer/vendor relationship. Our CSO helps manufacturers in the following ways:

1. Proactive Support:

  • Predictive Maintenance: Through real-time monitoring and analytics, potential issues can be identified and resolved before they escalate, minimizing downtime.
  • Regular Check-Ins: We schedule equipment health checks to ensure optimal performance and proactively address concerns.


2. Optimization and Continuous Improvement:

  • Performance Assessment: We utilize our Optimization Analysis framework to systematically assess production environments and find opportunities for continuous improvement. Using tools like OEE Optimizer, we incorporate performance data to identify issues and quantify the impact and ROI potential from improvements.
  • Feedback Loops: We collect your feedback for continuous equipment and process improvement through our issue ticketing system, which we use to drive action and close feedback loops.


3. Educational Resources and Training:

  • Knowledge Transfer: We provide live and online training for engineers and technicians on topics such as PLC and HMI programming, machine vision, and troubleshooting. We also provide resources to your team to effectively operate and troubleshoot the equipment.
  • Knowledge Base: Our online Knowledge Base provide access to a comprehensive library of guides, tutorials, and best practices curated by experts.


4. Customized Engagement:

  • Tailored Support Plans: We offer support plans and staff augmentation that aligns with your unique operational needs and goals.
  • Dedicated Success Managers: Our customers have a go-to person who understands their setup and is invested in their success.


5. Responsiveness:

  • Rapid Response Teams: The CSO has team members ready to mobilize and go on site with short notice to resolve issues and minimize production disruptions.
  • Remote Support: Utilizing remote access tools, our on-call team members can help troubleshoot issues remotely.


6. Documentation & Validation Support:

  • Comprehensive Documentation: We provide detailed documentation for ease of reference and operational guidance.
  • Validation Support: For manufacturers operating in regulated industries, we offer validation packages developed in compliance with Good Manufacturing Practices (GMP).
  • Regular Reporting: Periodic reports to keep you informed about equipment performance and maintenance activities.

Long-Term Value

We believe that Automation NTH’s Customer Success model creates a mutually beneficial partnership with our customers and results in industry-leading satisfaction with automation equipment. Our ultimate goal is to help our customers maximize the value of their automation investment, ensuring a smooth journey from equipment installation to production.

Please contact us to discuss your support needs.

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