Equipment manufacturers eager to capture more of the lifetime revenue stream generated by their machinery sales know that quality product support is one of the most important after-market success drivers. Product support also represents a major share of equipment dealer personnel investment and revenue.
Field service and product support executives need to look no further than the valuable data their machines are producing for the key to unlocking growth in the after-market. Indeed, access to troves of machine performance, diagnostic and maintenance data hold great promise for positively impacting customer service experiences through a more proactive, preventive approach to product support. But having the data is only the start. Sophisticated machine telematics technology and the data it produces often stand in stark contrast to the largely manual, paper-based means of delivering and tracking field service for many construction equipment manufacturers and dealers.
So what is standing in the way of forward-looking construction equipment firms seeking to translate machine data into field service automation? There are many commonplace problems we hear from manufacturers, each presenting unique challenges. Each of the following common problems we encounter also includes a practical planning consideration.
About Encompass Solutions
Encompass Solutions is a business and software consulting firm that specializes in ERP systems, EDI, and Managed Services support for Manufacturers. Serving small and medium-sized businesses since 2001, Encompass modernizes operations and automates processes for hundreds of customers across the globe. Whether undertaking full-scale implementation, integration, or renovation of existing systems, Encompass provides a specialized approach to every client’s needs. By identifying customer requirements and addressing them with the right solutions, we ensure our clients are equipped to match the pace of the Industry.