An insight into industry leading customer focus & accountability
Pano Papamanoglou, Chief Operations Officer of Nomagic
With the rapid advancement of AI powered robotics, the way warehouses operate is evolving at an unprecedented pace. At Nomagic, we are committed to delivering maximum efficiency, reliability and quality in automation. While our technological advancements are remarkable, the true key to sustainable success lies in scaling with excellence across delivery, customer service, and quality assurance.
Scaling Delivery: Why growth is more than just expansion
Nomagic is growing fast. With each new customer deployment, we must ensure that our solutions are not just functional but also sustainable, reliable and scalable.
This leads us to:
- Modular architecture: Our robotic solutions are designed for seamless integration into existing systems and to be highly configurable, enabling rapid deployment.
- Reproducible processes: Standardised deployment methods ensure fast implementation for new customers.
- Robust and scalable supply chain: Our solutions leverage standard hardware components, to ensure a steady supply and minimise the risk of bottlenecks associated with proprietary components.
Key facts:
- The Nomagic platform features standardised interfaces for seamless integration with WMS and WCS systems, along with off-the-shelf test systems that ensure 100% pretested functionality before the onsite integration test.
- The Nomagic Lab in Warsaw is equipped with multiple robots, covering the full range of supported use cases. It enables Factory Acceptance Tests (FAT) with customer products on short notice, ensuring readiness within just two weeks.
- 90% of our hardware components are off-the-shelf standard components, ensuring reliability and supply chain resilience. The remaining 10% consists of patented, inhouse design elements, specifically developed and manufactured to enhance performance and functionality of our customers.
Customer Service: Automation with a Human Touch
While we work towards fully autonomous warehouses, customer service remains a crucial success factor. Our customers expect more than innovative technology, they expect a reliable partnership that takes responsibility for their own operational excellence.
Customer first approach:
- Transparency and real-time data: Customers must have access to their system’s KPI’s and status at all times via our platform.
- Rapid problem resolution: Our support team scales with our customers, ensuring minimal disruptions and maximum productivity, 24×7.
- Comprehensive Training: We empower our customers and partners with in-depth training programs, ensuring their teams can efficiently operate, troubleshoot and optimise system performance.
Key facts:
- The Nomagic KPI dashboard is accessible from day one of robot operations, offering real time insights into key metrics such as throughput, availability and coverage. It provides flexible reporting options, allowing performance summaries on an hourly, daily, weekly, or monthly basis, ensuring full transparency and control over operational efficiency.
- The vast majority of incidents are autonomously detected and resolved by the robot. In the rare cases where support is needed, over 90% are handled by remote operators within an average response time of just 15 seconds, ensuring uninterrupted and efficient robot operations.
- We regularly conduct training sessions for warehouse operators and provide our customers with essential data and insights to support discussions with unions and workers’ councils, ensuring alignment and compliance.
Quality: Scalable Automation with Predictable Performance
“Scaling should never come at the expense of quality.”
High quality automation is not a one time promise but a daily commitment.
Our quality standards include:
- Data-driven continuous performance improvements: Our AI analyses every pick in real time, continuously optimising speed and accuracy to enhance overall efficiency.
- Robust IT Security: We prioritise data protection and system integrity by implementing industry leading security measures, ensuring safe and reliable robot operations.
- Customer Satisfaction Monitoring: We conduct regular customer satisfaction surveys to gather feedback, ensuring our solutions meet expectations and drive continuous improvements.
Key facts:
- Adaptive algorithms ensure robots adjust to hundreds of thousands of new SKUs, packaging variations and operational changes without manual intervention.
- Our system follows industry best practices for cybersecurity, maintaining full GDPR compliance and actively progressing toward ISO 27001 certification, targeted for Q3 2025.
- In 2024, we achieved our highest-ever customer satisfaction score, consistently reaching 4.4 out of 5 across all survey categories. This all-time high reflects our growing ability to deliver value where it matters most. With over 100 qualified feedback responses expected this year, we’re not only validating the impact of our solutions but also ensuring that evolving customer needs and expectations are continuously heard and addressed.
The ultimate goal: Lights-Out Warehouses Through Scalable Robotics
The future of warehouse automation isn’t just about AI, it’s about scaling it the right way. Our mission is to push the boundaries toward 100% process autonomy, bringing us closer to truly lights out warehouses, where human intervention is minimised or even eliminated.
But it’s not just about automation; it’s about doing it with intelligence, precision, and excellence. The future belongs to those who scale wisely and that’s exactly what we’re doing.
