New Multimedia Portal to Manage Maintenance Requests

Retrotech, a provider of warehouse and distribution center logistics, has invested in a new multimedia portal to manage a customer’s maintenance requests in real time.

“This new portal allows Retrotech to receive and respond to support tickets at any time, as well as report progress of those tickets from start to finish,” said Geoff Hitchings, director of service for the Rochester, New York-based company.

“Companies can lose thousands of dollars per minute when there’s an issue with an element of a complex supply chain operation. Our customers will know what’s being done, when it’s being done and who is doing it, and that information allows them to react appropriately to save money.”

The support team at Retrotech—already equipped with expert-level solutions to supply chain issues—will utilize the portal to better connect with customers and increase efficiency on both ends. Customers can now use personal logins to track service requests through Retrotech’s Web-based interface and also use an app on smartphones and tablets. Ticket notifications update customers with progress as it happens so they are never left in the dark.

Retrotech will also create for its customers a knowledge base that provides suggested solutions to common or repeating service issues. This will help customers solve issues internally, saving time and money.

Retrotech‘s new portal is powered by Zendesk Inc., one of the most trusted providers of customer-service solutions, serving more than 60,000 customers in 150 countries.

Retrotech is a provider of warehouse and distribution center logistics.

With a global presence spanning 22-plus countries, Retrotech is a leader in automating warehouse and distribution center order fulfillment and storage systems to become more productive, flexible and reliable.