Predictive service: proactively avoiding disruptions

Rethinking customer service – this is the motto under which Unitechnik Systems GmbH will align its own service department in the future. Under the new leadership of Daniela Kücken, the topic of predictive service is given priority. Technological expertise paired with more than 50 years of experience in automation and elimination of malfunctions of highly automated production and logistics systems are intended to proactively assist in preventing malfunctions and failures.

On November 1, 2022, Daniela Kücken took over the management of the service department at Unitechnik. She succeeds Hartmut Krüger, who built up the service department and is now retiring after 36 years at Unitechnik. The graduate industrial engineer for corporate logistics brings experience from five years of project management at a general contractor for automatic logistics as well as know-how from ten years of logistics planning and consulting in German SMEs. She has been working at Unitechnik since April 2021 – initially as deputy head of department in computer science.

In her position as head of the service department, Daniela Kücken is primarily concerned with the concept of predictive service – a concept that addresses much more than problem solving itself: "In the future, we will focus on avoiding disruptions. Through the experience gained from working with our customers and technology partners, we want to offer solutions and modernization concepts for existing plants. Through early measures, we want to eliminate well-known and age-related dysfunctionalities and their causes before they have a negative impact on ongoing operations," says Kücken. To achieve this, the department relies on digital concepts and developments in the field of AI. For this purpose, a large amount of data is collected and continuously analyzed. In combination with the experience of past service activities, the analyzed data is intended to predict possible malfunctions of the systems. This enables early implementation of countermeasures such as repairs or the replacement of parts – but also timely expansions to prevent bottlenecks.

Last but not least, this is intended to strengthen the approach of the Lifetime Partnership, which Unitechnik pursues. "An automated logistics center or automatic production plant is a long-term investment that is usually made for decades. Our aim is to proactively accompany our customers throughout the entire service life of their facilities so that the system adapts to changing conditions and always has high availability," Kücken sums up.

The service department acts as a personal contact for the customers. As a system integrator, Unitechnik manages both its own services and those of other trade partners. This applies to troubleshooting as well as maintenance, spare parts, and extensions.

Contact

Unitechnik Systems GmbH
Fritz-Kotz-Str. 14, 51674 Wiehl, Germany
T +49 2261 9870, F +49 2261 987510
info@unitechnik.com, www.unitechnik.com
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