Automotive and Heavy Equipment
Your Challenge
Your customers have made an investment in your product and expect it to perform as promised. When it doesn’t, it costs them time and money, and hurts their business. Your challenge is to offer fast, knowledgeable, and accurate solutions, 24 hours a day, seven days a week - resolving customer problems with the highest possible level of service.
Your Environment
- Customers, product types and service bulletins increase, while resources stay the same.
- For automotive, high product volume means that getting new repair information into the field quickly is critical to controlling warranty costs.
- Your dealer base is spread out geographically and keeping them informed can be a challenge.
- The capability of service staff varies widely and is often outside your control.
- You need everyone in your service department (including newcomers) to sound like an expert to the customer.
- A first-time fix keeps the customer happy - but sometimes built-in tests don't help, and fault isolation manuals take too long.
- Your most experienced employees are retiring or being recruited by your competitors, which makes it tough to provide efficient, cost-effective maintenance.
- At the same time, newer equipment is more complex and more reliable so
- technicians see fewer faults to build experience from,
- yet the faults that do occur are difficult to isolate and rectify.
- technicians see fewer faults to build experience from,
The Solution
The solution is SpotLight, a guided diagnostic system that uses real world experience to steer maintenance staff as they troubleshoot, and then points them to the appropriate repair procedure once the root cause is identified.
The SpotLight field service system has two main parts:
- The expert troubleshooting software application, developed by CaseBank, delivers expert diagnostic guidance for solving equipment and process problems.
- The custom knowledgebase of diagnostic and repair information built by specialized knowledgebase development staff, using your maintenance experience and expertise.
SpotLight can help deliver:
- Increased customer satisfaction through faster fixes
- Reduced time and costs for call resolutions
- Capture and preservation of "walking knowledge" prior to retirement or attrition
- Increased visibility into the troubleshooting activity in the field
- Reduce resource and training costs by,
- Shortening the learning curve for new staff,
- Reducing diagnostic time, and
- Increasing average diagnostic knowledge and quality of response.
Contact us today to discuss how.
SpotLight and Heavy Equipment
At the diagnostic level, the world of Automotive and Heavy Equipment has a lot in common with aerospace - complex but generally reliable equipment, multiple interacting computers, sensor-based monitoring and built-in test systems, remote operations, etc. SpotLight technology is equally effective here.