Your business nous goes a long way, what do you specialise in?

Swisslog is a leading global company with a rich history dating back to 1900. Headquartered in Switzerland, we’ve grown into a major player specialising in automation solutions for warehouses and distribution centres. Our offerings cater to various industries, including grocery, retail & e-commerce, and F&B.

My journey with Swisslog started in 2012, and over the years, I have combined technical expertise and commercial acumen to deliver unique solutions tailored to meet customers’ supply chain needs and challenges.

As the Country Sales Manager of Swisslog Singapore, I specialise in:

• Logistics consultancy and planning for automation
• Warehouse automation, encompassing pallet technology, bin/carton/single item technology
• WMS software
• AGV/AMR systems

What are key developments in supply chain at present?

In the rapidly evolving supply chain industry, we are experiencing a number of key developments that will shape our future:

• Digital transformation: The integration of advanced technologies such as artificial intelligence (AI), machine learning, and big data analytics is revolutionising supply chain operations. These technologies enhance forecasting accuracy, optimise inventory management, and improve decision-making processes.
• Automation and robotics: Automation is becoming increasingly prevalent in supply chains, particularly in warehouse operations. Robotics solutions, such as Automated Guided Vehicles (AGVs) and Autonomous Mobile Robots (AMRs), are enhancing efficiency and reducing human error in material handling.
• Sustainability: There is a growing emphasis on sustainable practices within the supply chain. Companies are adopting eco-friendly initiatives such as reducing carbon emissions, reducing energy consumption, optimising transportation routes, and implementing energy-efficient technologies.
• Resilience and risk Management: The recent global disruptions have highlighted the need for resilient supply chains. Businesses are investing in strategies to mitigate risks, such as diversifying suppliers, increasing transparency, and developing more agile and flexible supply chain networks.
• E-commerce growth: The surge in e-commerce has transformed supply chain dynamics, necessitating faster and more efficient delivery solutions. This has led to innovations in last-mile delivery, including the use of drones and other advanced logistics technologies to meet customer expectations.

Where does Swisslog sit in customer satisfaction with automation?

At Swisslog, we pride ourselves on achieving high levels of customer satisfaction, not only with our advanced automation solutions but also with our exceptional customer service. We offer tailored solutions based on each customer’s unique needs and challenges.

From initial consultation through implementation and beyond, we provide them with extensive support every step of the way. Our dedicated teams ensure seamless integration and address any issues promptly, fostering strong, long-term relationships.

Our dedicated customer service team, for instance, plays a crucial role in our operations and customer success. They are responsible for managing maintenance, conducting workshops, and ensuring our solutions continue to operate smoothly and efficiently, minimising downtime and maximising performance.

By fostering seamless and ongoing collaborations, they help maintain a high level of customer trust, satisfaction and loyalty.

In Southeast Asia alone, we have implemented over 60 successful projects over the past 30 years. Our customers trust us for our expertise, reliability, and unwavering support.

This commitment to excellence ensures that we provide tailored solutions that meet their unique needs, from initial consultation through implementation and beyond.

What changes in technology is streamlining your activities?

Internally, we use CRM software to manage customer interactions, track leads, and analyse sales data across the globe to make sure everyone can have access to customer-related information as soon as possible.

Typical internal meetings or customer calls would be conducted over teams for easier discussion, especially in the area of sharing presentation materials.

What is your business success story in your career to date?

Too many to date especially after being in the company for 12 years. Every single project that we won as a team has taught us many lessons, like how we could improve internally further. It brings along priceless self-satisfaction and sense of achievement.

Under present business conditions, how is Swisslog doing?

Considering the present business conditions in Singapore and the broader region, Swisslog is performing admirably.

The COVID-19 pandemic exposed vulnerabilities in global supply chains, leading companies to reevaluate their supply chain strategies – with a heightened focus on building resilience through automation to mitigate disruptions and enhance agility.

The surge of e-commerce has also intensified the necessity for streamlined warehouse operations. Consequently, retailers and logistics providers are significantly ramping up investments in automation technologies to manage escalating order volumes, enhance order accuracy, and meet the heightened expectations for rapid deliveries.

Moreover, labor shortages and rising labor costs have compelled businesses to pivot towards automation, serving as a strategic means to bolster their workforce and alleviate operational constraints.

Where do you see future growth for your company?

• Expanding in emerging markets: We aim to grow our business in emerging countries like Thailand, Indonesia, and Vietnam, which hold significant potential for development and innovation in automation solutions.
• Fostering a people-centric culture: We will continue to prioritize people development, ensuring our team members are continuously growing and evolving alongside the industry.
• Advancing technology: Our focus remains on technological advancements, particularly in robotics with solutions like Swisslog ACPaQ and ItemPiQ, to stay at the forefront of industry innovation.
• Supporting customer progress: We will continue to support our customers in their warehouse automation needs, ensuring they achieve greater efficiency and productivity through our cutting-edge solutions.

Favourite book?

“The Courage to be Disliked”

It’s a deeply liberating way of thinking, allowing us to develop the courage to change and ignore the limitations that we and those around us can place on ourselves.

Biggest inspiration?

Rachel Lim is co-founder of Love Bonito, one of the fastest-growing womenswear brands in Southeast Asia. Her career started as an entrepreneur at the age of 19 and has continued to this day.