Customer Success That Keeps Performance Moving
Locus Robotics was founded by supply chain operators who understand what it takes to keep a warehouse running. From deployment through every shift that follows, our world-class customer success team works with you and your team to protect uptime, strengthen performance, and increase the value of your automation investment.
DeploymentA Clear Path From Planning to Go-Live
Every deployment starts with your operational goals. Locus brings together project management, solution design, integration, training, and onsite support to get your operation live with confidence.
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Kick-Off We align your team and ours around the project scope, operational goals, implementation process, and measures of success. You meet your Locus project and Customer Success teams and leave with clear responsibilities and next steps.
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Solution Design Locus finalizes the project plan and designs the solution around your site, workflows, containers, and performance requirements. We also define WMS integration requirements, IT and network needs, and the components required for deployment.
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Development Our team completes the WMS integration work, configures endpoints and LocusNet, and prepares the solution components for your site. Your team also receives access to Locus University and begins working with the Customer Success Program.
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Implementation Locus coordinates installation and site readiness, then maps and configures the operating area. We prepare the system for monitoring and validate robot navigation throughout the environment.
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Testing & Training We conduct end-to-end testing and support User Acceptance Testing before launch. Associates, supervisors, solution managers, and designated Site Champions receive role-specific training, including LocusHub training and Champion certification.
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Go-Live Locus supports the launch onsite and stays closely engaged as live volume enters the system. Customer Success, Solution Optimization, and 24/7 Support remain involved as the operation stabilizes and performance improves.
Operational SupportSupport Built Around Operational Performance
Our Robots-as-a-Service model keeps Locus engaged throughout the life of your deployment. Four connected teams help you maintain uptime, resolve issues, improve performance, and protect the return on your automation investment.
Project Management & Deployment
A dedicated project team manages the deployment from kick-off through go-live. We coordinate solution design, integration, installation, testing, training, and onsite launch support against a defined project plan.
24/7 Technical Support
Locus provides 24/7/365 support worldwide at no additional cost. Your team can reach Support by email or phone for questions and technical issues. Remote robot monitoring helps our specialists identify problems, troubleshoot quickly, and escalate when additional expertise or onsite service is required.
Solution Design & Optimization
Our optimization team uses operational data and direct floor observations to identify performance opportunities. Regular health checks and performance reviews examine mission data, associate performance, induction time, robot dwell time, order mix, and other operational factors that affect throughput.
We review the findings with your team and recommend practical changes that can improve workflows, labor utilization, and overall system performance.
Field Services
Locus-certified technicians provide onsite support, preventive maintenance, in-depth troubleshooting, and robot repairs. Proactive monitoring and remote diagnostics help technicians prepare before arriving onsite.
Preventive maintenance visits take place twice each year, with emergency visits available when required. After each visit, your team receives a service report and an opportunity to provide feedback.
Post-Live OptimizationOptimization Continues After Go-Live
Go-live starts the next phase of the partnership. Locus reviews performance at defined milestones, provides recommendations, and works with your team to turn early operating data into sustained performance gains.
Our reviews draw on mission data, associate feedback, floor observations, regular status calls, implementation surveys, and experience from comparable deployments.
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Initial Checkpoint & Recommendations
We review early operating performance, associate feedback, and floor observations. Your team receives initial recommendations to address immediate opportunities and reinforce adoption. -
Phase 1 Checkpoint & Recommendations
We evaluate the first full period of operating data, including mission performance, induction time, robot dwell time, and associate activity. Together, we identify adjustments that can strengthen workflow execution. -
Phase 2 Checkpoint & Recommendations
Locus measures progress against earlier recommendations and looks for additional opportunities across labor, workflows, and order mix. We refine the optimization plan based on how the operation performs under live conditions. -
Formal Quarterly Business Review
Your Locus team conducts a formal Quarterly Business Review covering performance, priorities, and recommended next steps. Future reviews continue at a cadence appropriate for your operation.
Customer Success
Put an Experienced Team Behind Your Automation
Your goals do not end at go-live, and neither does our involvement. Connect with a Locus Customer Success expert to discuss how we can support deployment, uptime, adoption, and continuous improvement across your operation.