Customer Success Demands So Much More

We know what you’re thinking. A robotics company that doesn’t sell robots? Ok, we’re being a bit tongue-in-cheek here. We do sell robots, as our many satisfied customers can attest. But we don’t only sell robots; or at least, the sale of a piece of machinery isn’t our primary focus. What is? Supporting our customers, and ensuring that their leap into automation sticks the landing. 

 

As service robots become more commonplace, so do the issues that can crop up for facilities and businesses when these complex machines are simply bought and sold without the proper discovery, integration, and support needed for successful utilization. According to the International Federation of Robotics, sales of professional service robots have increased by 30% worldwide since 2023, with the hospitality and healthcare sectors key among those sales.

 

Unfortunately, some service robot manufacturers and distributors take what amounts to a “sell it and forget it” approach, leaving customers with few (or slow and time consuming) resources for training, support, and repair. This lack of support can lead to big problems, such as:

 

- The customer and their staff not being properly trained on how to use the robot

- The wrong size/type of robot for the client’s actual space/needs

- The customer not knowing how to properly maintain the robot

- Low utilization of the robot due to employee hesitation and lack of knowledge

- Nowhere to turn if the robot breaks down or needs repair

- Expensive replacement parts or consumables shipped from overseas

- The customer deciding that automation just isn’t worth it

 

We’ve seen these issues play out first-hand with clients who have attempted automation in the past with little success, and who approach us hoping to try again. Luckily for all of our customers, we do things differently.

 

Large or small, robot fleet or singular unit, we make sure every customer engagement results in expert collaboration, robust training, ideal integration, and continuous support. We never sell a robot and walk away, and also won’t sell or lease the “wrong” robot for the facility. Each robot deployed must be the right solution for a facility’s size, traffic levels, and automation needs. And our customer engagements don’t end once the paperwork is signed. We set our clients up for success with an industry-leading program of robot-facility integration, monitoring, and comprehensive support. 

 

Here’s how.

 

During this first, crucial stage, members of our sales team, system engineers, and robotics support specialists work closely with business owners or facility managers to understand needs and gaps that can be solved through automation. In the case of autonomous cleaning robots, we learn about current cleaning procedures and workflows, discover the unique characteristics of each facility, and identify ideal areas for autonomous cleaning, recommending the right robot(s) for the job. 

 

We consider aspects such as:

 

- Flooring type and flooring variety

- Usage patterns of different facility areas

- Potential obstacles

- Staffing challenges and opportunities

 

During the Discovery stage we also identify staff members who will become the facility’s frontline robot operators. Once these staff members are in place, we begin training them on robot operation, working together to program their robot units with the appropriate maps and tasks. We then begin conducting test runs, refining maps and functionality where needed. 

 

During this next phase, we work with robot operators and managers to fully deploy, monitor and evaluate the robots, fine tuning routes and specifications where necessary. This phase involves heavy collaboration, testing and validation, dynamic refinement, and a willingness to adapt workflows to the unique requirements of the facility.

 

While each integration phase is tailored to the unique facility/client, in general, it contains steps such as:

 

- Creating detailed SOPs

- Providing training and maintenance documentation, tailored to each facility

- Comprehensive onsite and remote support

- Communication and evaluation through regular meetings to review workflows and metrics

 

One of the unique value propositions that Pringle Robotics brings to each client engagement is our suite of industry-leading integrations for optimum custodial, EVS, and robot efficiency. 

 

Our proprietary Network Operations Console (Pringle NOC) allows facilities teams to monitor, track, and view detailed task reports from all connected robots and third-party assets. This gives robot operators and facility managers vital insight into actual robot usage, robot health and workflow efficiency, ensuring absolute transparency in facility cleaning operations. The NOC also allows our support team to monitor our robots in the field, ensuring that they are operating well, and alerting us to any potential issues so we can address them proactively.

 

If our process sounds intensive, that’s because it is—and by design. We don’t just sell robots. We develop and provide integrated robotic solutions to help your business or facility run at peak efficiency. Without the right planning, training, monitoring, and ongoing support, expensive robotic equipment can easily languish in a storage closet if on-site staff are intimidated by the technology or don’t maintain the machines properly. That’s why—apart from delivering the best in robotic automation—our commitment to comprehensive customer support and education is such a big part of the client onboarding process. While this process might involve fewer steps and a shorter time frame for small facilities vs. large ones, the quality and mission of our services remains the same: setting you up for success, and supporting your facility fully in the integration of robotic solutions.

 

Want to learn more about partnering with Pringle? Contact us today!