L&T's Construction & Mining Machinery’s new initiative boosts after-sales support
L&T's Construction & Mining Machinery business (CMB) has set a new benchmark. It recently implemented the Swift Service 360 (S360) – a field service management project for dealers – on a national level.
Along with consultancy partner PriceWaterhouseCoopers, a 14-member core team of CMB worked tirelessly for several months on the project. The scope included digitalising service processes, deploying service engineers based on machine location and skill level, generating standardised service reports using mobile devices, and capturing machine problems at a single point.
Following successful configuration and testing, S360 Phase-1 is now ready for launch across dealerships in a phased manner.
CMB’s national network comprises 30 dealers, 115 touch-points and 27 territory offices of L&T’s Domestic Marketing Network, strategically located to reach most project sites within two hours. They cater to over 35,000 construction equipment deployed in the field.
The network includes 818 service engineers available at dealers’ locations and 138 L&T service engineers. These engineers are dedicated to delivering seamless sales and after-sales support with a shorter completion cycle empowered by many automated processes.
KEY FEATURES OF S360
S360 automates ticket generation for scheduled machine maintenance, assigns service engineers based on skill levels, and sends advance intimation on required parts/ consumables to the machine owner. It generates tickets for machine commissioning once sold and tracks the completion time of after-sales and maintenance services.
S360 draws information on machine operations from Komtrax – Komatsu’s latest advanced and patented telematics – enabling automatic service requests in case of errors, largely eliminating the requirement of manually contacting the customer care.
The short-term benefits of S360 include manifold improved speed of response, proactive servicing, accurate and efficient data capture, minimised delay in failure reporting, improved parts forecast, machine performance and failure data history, energy-saving guidance, and a mechanism to measure and map service quality.
The long-term benefits include consistent service quality across products and geography, capturing service knowledge, establishing best service practices, and encouraging field engineers to perform better.
S360 affirms CMB’s commitment to excellence, safety, and customer satisfaction. It brings consistency and uniformity to the after-sales and support delivery experience, in line with L&T's motto: "In Service Lies Success".
