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Industries·Physical AI & Robotics

Robots and autonomous hardware, from pilot to channel

Integrators, distributors, facility operators and the people running pilots, reached by name. Then a technical desk that keeps a deployed unit running.

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An engineer working on a robot arm

Charm runs both halves of a robotics brand: the outreach that books the pilot, and a field desk that answers setup, connectivity and firmware for every deployed unit and escalates to your engineers with the logs attached.

Tackling the pilot and the deployment

An industrial robot arm in a white test room

Your challenges

  • The buyer is running a pilot: Nobody orders a hundred robots from an email. Outreach has to book the pilot, and the desk has to make it work.
  • An engineer reads the pitch: The buyer wants the task the robot does and the number it moves, not the vision.
  • The channel is still forming: Integrators and distributors are deciding what to carry. Being the brand that wrote to them first matters.
  • Titles do not show the buyer: The person running a pilot decides whether it becomes an order. A list built by job title does not show who that is.
  • Uptime is the support metric: A unit that is down is a customer that is leaving. Technical support has to be fast, and escalations have to carry context.
  • Field issues do not wait: A unit that drops off the network at 2am is not a ticket for the morning.
  • Every site starts from scratch: Without the install checklist and the escalation path written down, the second site is as slow as the first.
  • Replacements left open: A unit waiting on a warranty claim, a part or a replacement is a unit that is down.
An engineer smiling at his workstation

How Charm helps

  • Pilot terms in your CRM: A rep turns replies into pilots and pilots into orders, and the pilot terms are in your CRM the day they are sent.
  • The task and the number: The first message names the task the robot does and the number it moves, written for an engineer, not a catalogue.
  • The channel, reached by name: Every integrator, distributor and facility operator in your use case, reached by name on email, LinkedIn and calling.
  • Counted by use case, not title: Systems integrators, warehouse and facility operators, distributors with an automation line and the people who already own a pilot.
  • Solved on the first contact: Setup, connectivity and firmware questions answered on the first contact by people trained on the hardware.
  • Context on every escalation: Field issues escalated to your engineers by a rule you set, with the logs and the steps already tried.
  • Integrators onboarded: The install checklist and the escalation path written down, so the second site is faster than the first.
  • Replacements followed to close: Warranty, parts and replacements filed and followed until they close.

Outreach that books the pilot, and a desk that keeps the unit running. Each runs on its own or together.

Services that follow the robot from the pilot to the field desk

Charm shapes both offers around how a robot is sold as a pilot and kept running as a deployment. Here is how we help:

01.Build demand

The integrator, the distributor and the pilot owner, reached by name.

Includes:

  • Integrators, distributors, operators and pilot owners, verified by use case
  • Email, LinkedIn and calling on the same list, written for an engineer
  • The first message names the task the robot does and the number it moves
  • A rep who turns replies into pilots and pilots into orders
  • Pilot terms in your CRM the day they are sent

Runs on Cold Email, LinkedIn, Cold Calling, Advertising and SDR Staffing.

A warehouse worker in a hard hat scanning stock

02.Drive retention

A technical desk that keeps the unit running.

Includes:

  • Setup, connectivity and firmware questions answered on the first contact
  • Tier 1 and 2 closed on the desk
  • Field issues escalated to your engineers with the logs and steps tried
  • Warranty, parts and replacements filed and followed until closed
  • Your helpdesk, email, chat, phone and a direct line for deployed units

Runs on Customer Support, Back Office Support, Technical Support, Desk Implementation and QA.

An engineer at a workbench with cable reels

03.Pilot to channel

From a booked pilot to a distributor that carries the unit.

Includes:

  • Pilot booked: operators reached by name with the task and the number
  • Field desk live: setup, connectivity and firmware in your helpdesk
  • Integrator onboarded: install checklist and escalation path written down
  • Channel opened: distributors and integrators carrying the unit

The path we build with you, in the order it happens.

A conveyor line in an automated warehouse
Why Charm

The right partner for a physical AI or robotics brand

A man in a cafe next to a service robot

Both halves, one partner

The desk is part of the sale. We reach integrators, distributors and operators by name with the task and the number, and run the field desk that keeps every deployed unit running.

Built on connected hardware

Our technical desk keeps CamerEye’s AI camera running and routes a camera offline the moment it lands. For Path, our outreach drew 185 positive replies in the first 19 days, at $25 a lead.

Written for an engineer

Two units, one facility, a fixed window, a throughput number at the end. The message is about the task and the number, not the vision.

Engineers get a repro

The desk reads the log, moves what it can, and escalates with a repro. Tier 1 and 2 close on the desk, so what reaches your engineers arrives triaged.

Live in four weeks

The desk learns the hardware, the firmware and the deployment checklist while the sending infrastructure warms. Four weeks from kickoff, outreach and the field desk are live.

Case studies · Sutro, CamerEye, Focal, Spout

Hardware, sold through the channel and kept running in the field.

Each one is a physical product with a lot to explain. We put it in front of the buyers who stock it, then run the desk that keeps it working.

Charm×Case study 01 / 05
Smart pool and spa monitor→ Retail, through distribution

From one pool at a time to 700 retail stores.

Sutro makes a smart monitor that sits in a pool or spa and reads the water chemistry. Selling one at a time to homeowners was never the plan; the plan was retail.

We put Sutro in front of the businesses that carry pool products at scale and the partners that get a device onto their shelves. It is now in 700 of them.

Ravi KuraniPresident and Dir. of Product, Sutro
“We’ve worked with Charm across a few projects, and they’ve consistently delivered, especially in helping us build early B2B motion and customer success scaffolding.”
700retail stores
Solenisthe distribution partnership that got it there
Sutro pool monitor at the pool edge
Charm×Smart products & devicesCase study 02 / 05
Pool safety camera→ Homeowners and installers

An AI camera in the field, kept running by a technical desk.

A deployed unit that goes offline is the robotics ticket in miniature, and CamerEye’s AI safety camera has it every day: the family at the pool needs an answer now, not a ticket in a queue.

We learned the install and the app, set coverage around when families swim, and route a camera offline the moment it lands, with the steps tried attached when it escalates.

We handleCamera offlineInstallApp alertsUrgent routing
“Charm’s support team was personable, technical, and coachable. They took full ownership, met every expectation, and stayed consistently available to support our customers.”David DeFilippo, COO, CamerEye
Camera offline · Install · App alertshandled on the desk
Charm×Case study 03 / 05
Overhead patio heating→ Multi-unit restaurant groups

100+ positive replies from restaurant groups.

Focal makes overhead electric heaters for outdoor dining. The buyer is a restaurant group that runs multiple patios and decides once for all of them.

We built the list of multi-unit restaurant groups, then ran 32 campaigns into it until the operators who decide on patio equipment answered.

Raj TilwaCo-Founder, Focal
“They’ve been fantastic partners as we build out our outreach and campaigns.”
100+positive replies
32campaigns tested
5.2%reply rate
Ballyhoo · Crave America · Bluewater Grillmulti-unit groups
Charm×Home & outdoorCase study 04 / 05
Countertop water hardware→ Homeowners, dealers, and installers

Every install question answered before it became a return.

A machine that pulls drinking water out of the air gets questions on day one: where it goes, how it is plumbed, when the filter changes. Left unanswered, those questions turn into returns.

We took the inbox and the phone, learned the unit end to end, and now setup, filters, and dealer questions are handled by people who know the product.

We handleInstallPlumbingFilter changesDealer orders
“Our customers finally feel heard. Service quality improved across every channel. Across every vendor we work with, if I had to keep one, it would be Charm.”Reuben Vollmer, CEO, Spout
1,800conversations a month
4 minfirst response
Email · Chat · Phone · Communitychannels covered
Charm×Smart products & devicesCase study 05 / 05
Smart pool monitor→ Homeowners and retail buyers

Water chemistry questions, answered by people who understand water chemistry.

A monitor that reads a pool is only as good as the advice that comes with the reading, and most of those questions arrive at nine at night in the middle of summer.

Our team learned the chemistry, the app, and the failure modes, so the answer comes back the same night instead of the next business day.

We handleWater chemistryPairingApp setupReplacements
“Charm has been an invaluable piece of Sutro’s product. Their support team helped us foster patient, loyal customers while collaborating with our dev team to ensure our products improved in ways that had real impact.”Ravi Kurani, President and Dir. of Product, Sutro
100,000+tickets a year
4.9 / 5CSAT
Seven days, May through Septemberseasonal coverage
All case studies →

Questions

Straight answers for physical AI and robotics brands.

Have you worked in robotics?

Our published results are in connected devices: Sutro’s pool monitor and CamerEye’s safety camera among them, and the client list runs to commercial energy hardware with PeakSave. The pilot-driven sale and the technical desk are the same playbook, and we walk through those programs on the call.

Who do you reach?

Integrators, distributors, facility operators and the people running pilots, listed by use case and reached by email, phone and LinkedIn.

Can you support field units?

Yes. Technical support is staffed by people trained on the hardware, with escalations routed to your engineers by a rule you set, carrying the logs and the steps already tried.

How technical can the desk get?

Agents learn the device, the connectivity and the firmware before go-live. Tier 1 and 2 close on the desk; what needs an engineer arrives triaged.

How long until outreach is live?

Four weeks from kickoff to live outreach.

Where do replies go?

Into your CRM, with a name and a company on them.

Your robot in a pilot, and the pilot kept running.

Twenty minutes. Bring the unit, the use case and the pilots you want. You leave with the integrator count, the desk design, and a start date.