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Service

Services and Solutions

PROJECT CONSULTING

The project methodology used in the design and implementation of solutions for the logistics chain is without doubt one of the key strengths of Logistics Reply and of all the Group companies. The purpose is to accompany the customer through the selection phase, as well as in the management phase relating to changes due to the introduction of new solutions, and in the evolutionary development phase which consequently emerges.

TRAINING AIMED AT KEY AND OPERATIONAL USERS

The field training programme, focused on the advanced use of the SideUp Reply™ solutions selected by a specific customer, consists of two sessions: a theoretical classroom session and on the job session in the warehouse.

The classroom session provides:

  • A general introduction of the system: managed processes and flows
  • Presentation of the system: functionality in support of processes
  • Operational simulation: use of the system both on PC stations and on field devices

The on the job session involves the use of the system in the field by users as part of real-world scenarios with the support of our professional trainers.

To better meet customer requirements, two training levels are available:

  • Key Users level: a programme aimed at key users who will autonomously train the operational users
  • Key and Operational Users level: all system users are involved in the training activities

A fully customised training plan can be defined, based on the specific needs of the customer.

ASSISTANCE WITH THE SOLUTION LAUNCH WITH IN-FIELD COACHING

Once the training has been completed, the launch assistance phase begins: The SideUp Reply™ team remains in the field, for the number of days requested and agreed upon with the customer, available to support operators throughout the final learning phase in which the system becomes the centre of attention.

SUPPORT AND HELP DESK

The remote assistance service covers all support and correction activities relating to malfunctions of the SideUp Reply™ system. The service cost is included in the monthly fee, and can be customised to individual needs.

The service, managed through a ticketing system, provides a basic configuration structured as follows:

  • Service available Monday to Friday, excluding holidays
  • Calls are answered with no differentiation by priority levels

The level of service guaranteed by the basic configuration can be varied month-to-month by subscribing to optional services, according to the specific needs of the customer company.

The remote assistance service also follows the SideUp Reply™ philosophy: the customer has the option to pay for the highest level of support only when their business requires it – for example during months of seasonal high activity, or annual periods of high inventory.

DEVELOPMENTAL SUPPORT

ISupport in the analysis and development of new business requirements aims to give continuity to the growth of the selected system – allowing our customers to customise the Software as a Service solution at any time, with releases available quickly and seamlessly. Each system has its own test environment, through which future production releases are validated.

Evolutionary support, by contrast, refers to:

  • Support for additional configurations of the SideUp Reply™ solution, for parameters normally tasked to the user responsible for the system
  • Data verification and remediation for problems not attributable to SideUp Reply™ malfunctions
  • Interventions for joint analysis and support in solving problems not attributable to SideUp Reply™
  • Extraordinary extraction of system data or recovery of archived data that is no longer online
  • Extraordinary loading of data onto the SideUp Reply™ platform, with formats that differ from the common standard
  • Training days concerning the additional use or configuration of SideUp Reply™

RELATED CONTENTS

17.11.2021 - 18.11.2021 / Centro Congressi Hotel Parchi del Garda

Event

GLOBAL SUMMIT LOGISTICS AND MANUFACTURING 2021

Logistics Reply will be present as a sponsor at the Global Summit Logistics & Manufacturing, the B2B event dedicated to smart solutions and services for supply chain and production.  The event takes place on the 17th and 18th of November at the Centro Congressi Hotel Parchi del Garda, in Pacengo di Lazise.

29.07.2021 / NEWS

News & Communication

Reply identified among the highest seven scorers for all use cases in 2021 Gartner Critical Capabilities for Warehouse Management Systems Report

Reply has been identified by Gartner.Inc, an organization that delivers actionable, objective insight to executives and their teams, in their Critical Capabilities for Warehouse Management Systems 2021 report. As essential companion research of the Gartner Magic Quadrant™, where Reply is positioned in the Visionaries Quadrant for the second consecutive year in 2021, the Critical Capabilities report “provides deeper insights into providers’ products and service offerings on important, differentiating use cases by extending the Magic Quadrant analysis.”

04.08.2021 - 05.08.2021 / Online

Event

Logistics Reply at Logistíca do Futuro

On August 4th and 5th, Logistics Reply is sponsoring Logistíca do Futuro 2021, the virtual event promoted by Brazil's leading platform, MundoLogística, where we will showcase our solutions and our expertise in technological trends and innovative supply chain use cases, such as warehouse inventory by drones.

 
 
 
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