Heavy Equipments


Covers Construction, Mining, Material Handling, Engineering and other industrial heavy equipments

Market

The global infrastructure development scenario drives the growth of heavy construction machinery in infrastructure application areas. The heavy construction equipment market is estimated to witness 8.5% CAGR within the 2011-2018 period for infrastructure development purposes. The BRIC countries and emerging economies of Asia-pacific including South Korea, and Australia are leading the growth for this market.

After-sales
  • Machine downtime is unacceptable.
  • 90 - 95% of equipment is serviced onsite.
  • Stiff Competition forcing dealers, OEMs differentiating through after-sales service.
  • Field service Team relies on Email, Phone Calls, SMS to report progress.
Organizations need technology that is designed for mobile devices
  • Enables Service Engineer to easily report progress.
  • Tap into knowledgebase and collaborate with tech-support for Service completion with one visit.
  • Feeds information back into ERP, CRM.
  • Build customer transparency on after-sales service.

Features

  • Smartphone
    • Receive instant alerts on service call/order assignment
    • Update of real time status (Service Call, Service Order)
    • Capture add-on activities and effort/resources expended
    • Generate Field Completion Report and capture customer signature
    • Closure with attachments (field completion report)
    • Collaborate with service experts, reach support for faster issue resolution
    • View relevant knowledge artifacts
    • Capture equipment parameters as part of inspections/good-will visits
    • Offline capability when the technician is out of network coverage area
  • Basic Phone
    • Receive instant alerts on service call/order assignment
    • Retrieve tasks to be completed
    • Report start, progress, completion of service call/order
  • Office (Web)
    • Log Customer calls, Scheduling , Monitoring completion by Technician
    • Field force location tracker
    • Setup Lists i.e. checklists, quality control list, resource list and part list
    • Maintain Common knowledge repository
    • Define Activity schedule and attach lists , knowledge artifacts
    • Generate / Source (ERP/CRM) Service Orders
    • Service Order Scheduling to Closure workflow
    • Track quotations (generated out of inspection/goodwill visits) to closure    
  • Tablet
    • Performance dashboards
      • Service Call , Service Order Metrics
      • Service Engineer productivity
      • Activity wise Analysis
      • Customer Service TAT (Turn-around-Time)
      • Branch / Dealer performance
      • Service Order Profitability