Element Logic’s vision is to help our customers create the most efficient warehouses in the world. But the journey does not end when the automation solution is installed – that is when the collaboration truly begins. For Element Logic, Customer Success is more than a function, it is a promise of maximum uptime, security, and continuous development. 

A Partnership That Lasts Throughout the Entire Customer Lifecycle 

Once sales and delivery are completed, Element Logic’s Customer Success team takes over the responsibility for the delivered automation solution. Their mission is clear: to ensure that every customer achieves maximum uptime, highest efficiency, and long-term peace of mind. 

Watch the interview with Andreas Kristensen, Customer Success Director at Element Logic, where he explains how the team works behind the scenes to keep customers’ systems running – every day, all year round. 

A Partnership That Grows With the Customer 

Investing in warehouse automation is a long-term commitment. For Element Logic, success is not just about the installation, it is about how the system performs over time. 

We do not see ourselves as a supplier, but as a partner that grows alongside the customer. Our task is to ensure that every automation solution reaches its full potential – and continues to deliver even better results year after year, says Andreas Kristensen, Customer Success Director at Element Logic Norway. 

Our task is to ensure that every automation solution reaches its full potential – and continues to deliver even better results year after year.

Andreas Kristensen, Customer Success Director, Element Logic Norway

Once the system is operational, the team works closely with customers to plan for future needs and expansions. Many grow rapidly, and through careful planning, Element Logic can help anticipate growth and scale at the right time and in the right way. 

Our customers are often new to automation, but they learn quickly and drive development forward. Our role is to support them with expertise, guidance, and technology that make it easy to grow without disrupting operations, adds Mats Bjerkaas, Managing Director at Element Logic Norway. 

Our customers are often new to automation, but they learn quickly and drive development forward. Our role is to support them with expertise, guidance, and technology that make it easy to grow without disrupting operations

Mats Bjerkaas, Managing Director, Element Logic Norway

99.3% Uptime – With Minimal Need for Support

AutoStore is one of the most reliable systems in the world, with an average uptime of 99.3%. The combination of advanced technology and Element Logic’s proprietary warehouse software, is crucial to achieving this result. 

The support team monitors customer systems in real-time and handles all critical issues within 30 minutes, something highly valued by customers. 

-We work proactively, not reactively. By analyzing system data, we detect deviations before they affect operations. That is how we create reliability and long-term stability, Kristensen continues. 

We work proactively, not reactively. By analyzing system data, we detect deviations before they affect operations. That is how we create reliability and long-term stability.

Andreas Kristensen, Customer Success Director, Element Logic Norway

At the same time, Element Logic’s service technicians carry out scheduled on-site maintenance without disrupting daily operations. Because AutoStore is a closed system, maintenance and service are both safer and more predictable, reducing both financial risk and the risk of personal injury. 

A Culture of Innovation and Improvement 

Element Logic’s annual customer survey consistently gives high ratings to the service teams. Their work in maintaining customer uptime has become a core part of the company’s identity. 

-Our technicians are the very hub of our customers’ success. They are entrepreneurial, creative, and not afraid to find new ways to improve processes. I am incredibly proud of how they contribute every day to our customers’ efficiency and productivity, says Andreas Kristensen.

Our technicians are the very hub of our customers’ success. They are entrepreneurial, creative, and not afraid to find new ways to improve processes. I am incredibly proud of how they contribute every day to our customers’ efficiency and productivity.

Andreas Kristensen, Customer Success Director, Element Logic Norway

The Customer Success team consists of specialists in mechanics, logistics, and software who together create a seamless experience. Entrepreneurship, innovation, and collaboration define every aspect of their work – from daily operations to long-term development. 

Join Element Logic’s service technicians behind the scenes and see how they ensure maximum uptime for customers, every day, all year round. 

Extra Support During Black Friday and Peak Seasons

During high-demand periods like Black Friday and the holiday shopping season, demand peaks and margins tighten. For Element Logic, these weeks are the true test of how well the collaboration works. 

The Customer Success team provides extra support through extended support hours, standby services, workshops, and training – ensuring customers can manage their most intense days without interruptions. 

-We design our solutions to handle both normal operations and extreme peaks. During Black Friday, we work side by side with our customers to maximize every minute. That is a given for us – their most important days are our most important too Mats Bjerkaas continues. 

We design our solutions to handle both normal operations and extreme peaks. During Black Friday, we work side by side with our customers to maximize every minute. That is a given for us – their most important days are ours most important too.

Mats Bjerkaas, Managing Director, Element Logic Norway

From Reactive Service to Strategic Advisory

Customer Success is not just about solving problems – it is about prevention, development, and improvement. The team analyzes data, identifies bottlenecks, and suggests specific measures to improve customer profitability. 
 

Through customer seminars and joint improvement projects, a continuous learning environment is created where experiences are shared between companies across industries. 

-Many of our best innovations come from dialogue with our customers. It is through collaboration that we find the solutions that take automation to the next level, Mats Bjerkaas continues. 

Many of our best innovations come from dialogue with our customers. It is through collaboration that we find the solutions that take automation to the next level.

Mats Bjerkaas, Managing Director, Element Logic Norway

-Automation is not a project that ends, it is a partnership built over time. Our goal is for our customers to always know they have a partner by their side, Andreas Kristensen concludes.

Elotec and Element Logic – 20 Years of Stable Operations and Development

Elotec’s AutoStore system has been in operation since 2004 – on the same grid and with the same bins as at startup. In 2019, Element Logic upgraded robots, ports, and software to increase capacity without any downtime. The system has gone through three generations of software and still delivers an uptime of 99.6%.