Following the successful delivery of the strategy and fit-out phases of the CDW automation project, Milestone was awarded the long-term support contract to ensure continuous improvement, maximum uptime, and sustained operational efficiency.
This engagement includes 24/7 software and hardware support, resident maintenance technicians, and remote diagnostics, all integrated into a single, state-of-the-art maintenance management platform powered by Milestone’s MMS.
By leveraging a predictive and proactive maintenance strategy, CDW has benefited from:
Through predictive & proactive maintenance strategies
Minimising downtime and increased troubleshooting speed
Onsite engineers trained to optimise system performance
CDW UK, is a leading technology solutions provider requiring an end-to-end logistics transformation to triple warehouse throughput and improve operational efficiency.
After successfully designing and implementing their automated warehouse, the next step was to ensure long-term reliability and maximise the return on their investment.
With a complex setup including a 16,000-tote ASRS, extensive conveyor networks, AMRs, Pick Towers, and Volumising systems, CDW needed a dedicated maintenance partner capable of maintaining peak performance with minimal downtime.
Milestone’s turnkey approach – combining strategy, fit out, and support – ensured a seamless transition to a fully optimised operation.
Post-go-live, CDW faced several challenges:
You can read more about the automation integration stage of the project here.
• Resident engineers underwent manufacturer-specific training (Hai Robotics, AMRs, PLC systems).
• Knowledge transfer sessions with CDW’s internal logistics team.
• Implementation of a preventive maintenance schedule aligned with peak demand cycles.
• Milestone’s helpdesk and remote support centre went live with dedicated escalation paths.
• Live MMS dashboards enabled real-time issue tracking and asset monitoring.
• Continuous improvement initiatives were introduced to enhance system efficiency over time.
High Variability in Workloads
Warehouse throughput fluctuated daily, creating prioritisation challenges.
Training and Knowledge Gaps
CDW’s in-house team lacked experience with integrated automation.
Fault Isolation and Root Cause Analysis
Complex integration meant faults could originate from multiple sources.
Focus on Critical Systems
MMS real-time workload balancing ensured engineers focused on critical systems.
Customised Training Programmes
Customised training programmes enabled CDW staff to handle routine troubleshooting.
Remote Diagnostics
Remote diagnostics and MMS fault history tracking allowed quicker root cause identification.
CDW’s journey from strategy to implementation to ongoing support has created a highly efficient, resilient, and future-proof logistics operation.
Milestone’s end-to-end support model, including resident engineers, remote diagnostics, and data-driven maintenance planning, ensures that CDW’s automation investment continues to deliver long-term value.
By integrating cutting-edge automation with best-in-class support, CDW has achieved:
• Unprecedented throughput and efficiency
• Minimal downtime with real-time fault management
• Full visibility over system performance
• Scalable, future-proof automation for continued growth
CDW’s success demonstrates the value of a single, trusted partner for automation, integration, and support. Milestone’s combined strategy, fit-out, and support approach ensures customers receive not just a system, but a high-performance logistics solution that evolves with their business.
If you’re looking for a support solution for your warehouse, or you’re just looking for ways to improve efficiency in your material handling operations, you can see more of our case studies here, or you can get in touch with us with any questions about this project or our services.
