Buying Your First Shuttle System? 12 Questions You Must Ask Your Vendor

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.

Section 1: About the Technology

Q1: "Is your shuttle system proven in applications like mine?"

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.)

Q2: "What's your system's real-world uptime?"

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.)

Q3: "How does your 4-Way Shuttle handle traffic congestion?"

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.)

Q4: "What happens when a Pallet Shuttle breaks down in a deep lane?"

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.)

Section 2: About Implementation

Q5: "Will my warehouse need to shut down during installation?"

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.)

Q6: "How long from contract to go-live?"

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.)

Q7: "Who handles training? How long does it take?"

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."

Section 3: About Software and Integration

Q8: "Is your WMS/WCS developed in-house?"

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.)

Q9: "How does your system integrate with my ERP?"

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.)

Q10: "Can I see a live demo of the software?"

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.)

Section 4: About Support and Long-Term Value

Q11: "What does your post-installation support look like?"

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?)

Q12: "Can you provide references from customers who installed 3+ years ago?"

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?)

Bonus Question: "What's not included in your quote?"

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.)

The Bottom Line

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.