usa robot systems usage is well

USA robot systems' usage is well supported

FANUC Robotics' Customer Resource Center (cRc) offers world-class

support services, including the Diagnostic Resource Center (DRC), a

world-class call center and technical phone support. The cRc will

feature its wide range of services during IMTS 2006 at McCormick

Place, Chicago, USA. 'FANUC Robotics' Customer Resource Center is

committed to making it easy for our customers to work with us.

We continuously measure our performance to ensure that we meet or

exceed our customers' expectations, doing whatever we can to make

every contact with FANUC Robotics a great experience,' said Andy

Denny, vice president of FANUC Robotics' Customer Resource Center.

The following highlights many of the customer services offered by

FANUC Robotics' Customer Resource Center.

* Diagnostic Resource Center - the DRC is an easy-to-use online

troubleshooting tool that helps beginners and advanced users quickly

solve robot-related issues.

The DRC provides access to an extensive library of diagnostic

information, photos, and circuit diagrams for FANUC Robotics'

controllers.

In addition, the DRC can be customized by integrating

customer-specific prints and other information.

Integrated content covering error codes, flowcharts, prints, reference

material, CAD files and more helps customers quickly identify

solutions.

Customers can also instantly add electronic 'post-it' notes to mark

relevant information.

'The DRC provides the most comprehensive troubleshooting solution

available on the market,' said Denny.

With the Diagnostic Resource Center - i Pendant edition (iDRC)

controller option, the user can have instant access to more advanced

diagnostic information including: step-by-step diagnostic flow charts,

schematics, component pictures, and email enhanced capabilities, which

allows the robot to automatically send emails regarding items such as

errors or production status.

In addition to the iDRC, other controller options including cycle time

and fault analysis functions can all significantly improve system

uptime and productivity.

* World-class call center - FANUC Robotics' world-class call center

redefines the performance of a traditional customer support call

center.

'Since introducing our call center, we've seen marked improvements in

customer satisfaction.

We have a team of the industry's best people, and continue to make

significant investments in the latest technologies to maximize our

responsiveness,' said Denny.

According to Denny, the call center agents are three steps into the

call before it is answered.

State of the art technology provides fast and accurate customer

information at a moments notice, and efficiently routes customers to

the appropriate call center agent based on their specific

requirements.

* Parts services - FANUC Robotics is able to ship over 90 percent of

spare parts orders within four weeks.

Down robot situations are given the highest priority, which is

reflected in the group's performance record of shipping over 99% of

down robot spare parts within 24h.

For customer phone inquiries, Customer Resource Center spare parts

representatives continue to exceed their goal of resolving 98% of all

customer requests on the first call.

'This response rate is a direct reflection of our expert team of call

center personnel who are ready and able to support our customer's