You've decided to explore automation. Smart move. But before you sign anything, you need to ask the right questions. Not all vendors are the same. Here's what to ask—and what the answers should sound like.
Why ask: Every industry has unique challenges. Cold storage. E-commerce volatility. Manufacturing sequencing. You need a vendor who understands yours.
Good answer: "Yes, we've installed systems in [your industry]. Here are three examples with similar SKU counts and throughput."
Red flag: "Our system works for everyone." (No system is one-size-fits-all.)
Why ask: Theoretical uptime (99.9%) means nothing if it doesn't hold up in your environment.
Good answer: "Our average customer sees 98-99% uptime after the first 90 days. Here's the data."
Red flag: "We guarantee 99.9% uptime." (Ask for proof from existing customers.)
Why ask: In a busy grid, shuttles can gridlock. The software matters as much as the hardware.
Good answer: "Our WCS uses real-time traffic management. Watch this demo of 50 shuttles running simultaneously without delays."
Red flag: "It's not usually a problem." (It is. Ask how they solve it.)
Why ask: Recovery from failure matters. You need to know how to get a stuck shuttle out.
Good answer: "Every lane has a manual retrieval procedure. We'll train your team. Here's how it works."
Red flag: "That almost never happens." (It might. You need a plan.)
Why ask: Downtime kills revenue. You need to keep shipping.
Good answer: "No. We use a phased, parallel approach. Your existing operations continue while we install and test."
Red flag: "We'll need 2-3 weeks of downtime." (Find another vendor.)
Why ask: You need to plan. And you need to know if they're realistic.
Good answer: "Typically 4-6 months, depending on customization. Here's a detailed timeline for a project like yours."
Red flag: "We can do it in 8 weeks." (Unlikely. Rushed installations have problems.)
Why ask: Your team's success depends on good training. Some vendors rush this.
Good answer: "We provide on-site training for operators and supervisors. Typically 1-2 weeks. Plus ongoing remote support."
Red flag: "Here's a manual. Your team can figure it out."
Why ask: Proprietary software integrates better with hardware. Third-party software can have compatibility gaps.
Good answer: "Yes, we develop our own software. It's designed specifically for our shuttles."
Red flag: "We partner with [software company]." (Nothing wrong with partnerships, but ask about integration testing.)
Why ask: Your warehouse doesn't exist in isolation. It needs to talk to purchasing, sales, and finance.
Good answer: "We have pre-built integrations for SAP, Oracle, Microsoft Dynamics, and [others]. For custom ERPs, we provide API documentation."
Red flag: "We'll figure that out during implementation." (This should be planned upfront.)
Why ask: Screenshots lie. Live demos show reality.
Good answer: "Absolutely. We'll connect you to a live system or our demo center. You can watch orders flow through the system in real time."
Red flag: "We have a PowerPoint." (Walk away.)
Why ask: The day after installation matters more than the day of.
Good answer: "We offer 24/7 remote monitoring, preventive maintenance schedules, and a guaranteed response time. Here's our SLA."
Red flag: "You can call us if something breaks." (What's the response time? What about weekends?)
Why ask: New installations are easy. Long-term reliability is what matters.
Good answer: "Yes. Here are three customers from 2019-2020. They're happy to talk."
Red flag: "We have lots of recent references." (What about older ones?)
Why ask: Hidden costs kill budgets. You need full transparency.
Good answer: "Our quote includes hardware, software, installation, training, and 12 months of support. Not included: shipping, electrical work, building modifications, and taxes. Here's a complete list."
Red flag: "Everything's included." (It's never everything. Ask for details.)
You're making a significant investment. You deserve a vendor who answers clearly, honestly, and specifically.
If a vendor dodges questions, lacks specifics, or makes promises without evidence, keep looking.
The right vendor will welcome your questions. They'll have answers ready. They'll prove their claims with data and references.
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