SharePoint - Machinery Company Takes Maintenance and Customer Care to New Level
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Equipped to Care

The client’s new machinery acquisition program provides customers with free scheduled maintenance during the critical first years of equipment life, helping to cut costs of owning and operating its machines. The client needed a system that would streamline and automate processes while providing insights that would allow the company and its customers to project future costs and maintenance and maximize the value and life of their market leading machinery.

The Situation 

The client is a worldwide manufacturer and marketer of large and small construction, mining, utilities, forestry and industrial equipment, including hydraulic excavators, wheel loaders, crawler dozers, off‐highway trucks, and motor graders. 

The client’s maintenance program provides their customers free scheduled maintenance during the critical first years of equipment life, helping cut costs of owning and operating its machines. It’s a valuable competitive advantage which sets the client apart from its competitors. However, they had limited to no visibility into the maintenance performed in the field to support equipment under warranty. Furthermore, heavy reliance on email, Microsoft Access and Excel, the maintenance program required generated a significant amount of manual work compiling data, collating information, and communicating with customers to complete a claim. 

The client needed a program that would streamline and automate processes while providing the big‐picture perspective that would allow the company and its customers to project future costs, estimate future maintenance and maximize the value and life of their machines.

The Challenge

Working closely with the client, PSC evaluated the current system and process, as well as the available reporting and business intelligence tools to determine which solution could bring efficiency and automation to their manual process. PSC’s team looked at ways to leverage existing technologies and the information required for their service, all the while partnering with various business unit stakeholders to find a solution that would also make their jobs easier too.  

Thanks to a trusted, transparent relationship built during previous project collaboration, PSC’s team had clear insight into the money and human resources the client budgeted for implementation, maintenance and ongoing management of their new system, enabling PSC to deliver an enduring solution that was built to last and would grow with the business.

The Solution

Building upon their existing SharePoint environment, PSC completely transformed a cumbersome, multi-system, multi‐step, manual process. PSC’s quick, streamlined solution successfully merges data from multiple sources into a single data warehouse, delivers lightweight HTML and PDF reports, automates communications between the client and their dealers, and provides real‐time information in easy‐to‐use dashboards.

Employees no longer have to manually record the data, reconcile checklists between the company and dealers, or work their way through the previous two‐week process integrating information into spreadsheets for reporting and tracking.  

Actionable data, full machine visibility, and accurate lifecycle tracking ensure the client can efficiently and effectively manage its customer-pleasing client maintenance program. With PSC’s solution in place, the client and its distributors can not only see when machines are due for maintenance and where the machines are located but communicate directly with customers to schedule and complete pro-active preventive servicing.  

Enhanced communication, dealer performance audits, and real‐time information gives the client a clear competitive advantage and increases the value and life of its machines to separate it from its competition.

Pains

  • Limited to no visibility into the maintenance performed in the field to support equipment under warranty.
  • The program required manual work compiling data, collating information, reconciling spreadsheets and communicating with customers and dealers to complete a claim.
  • Existing applications, data, and reporting needed to be extended and aligned with other business stakeholders.

Gains

  • Solution merges data from multiple sources into a single data warehouse and enables real-time dashboards.
  • Stakeholder visibility to when machines are due for maintenance and where they are located.
  • Direct communications with customers to schedule and complete pro-active preventive servicing.
  • Real-time information, dealer performance audits, and insightful reporting provide a competitive advantage.

 

View: Equipped to Care: Machinery Company Takes Maintenance, SharePoint, and Customer Care to a New Level

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