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Automotive/Heavy Equipment

You could always depend on your
best technicians to solve
the tough problems.
That is, until they
retire…

… Don’t be left in the dark

Your Challenge

Your job is to delight your customers with the highest possible level of service.  They have made an investment in your product and expect it to work perfectly, as installed.  When it doesn’t, they expect fast, knowledgeable, and accurate solutions, 24 hours a day, seven days a week.

Your Environment

• Your list of customers, product types and service bulletins increase weekly, but your resources stay the same

• Everyone in your service department needs to sound like the expert to the customer, even the newcomers

• Nailing the first-time fix demonstrates your value to the customer but is hampered when build-in tests are not being helpful and the fault isolation manuals take forever to work through

• Many of your best employees are coming up for retirement or being recruited by your competitors, hampering your ability to provide time-efficient and cost-effective maintenance

• Newer equipment are more complex and more reliable so that technicians see fewer faults and don’t build the experience base of their predecessors, yet those faults are increasingly difficult to isolate and rectify

For more information on these challenges, see Complex Equipment and Our Technology.

The Solution

The solution is a diagnostic decision support system that guides maintenance staff in troubleshooting based on real experiences from across all staff – and once the root cause is determined, points to the appropriate repair procedure.

A Diagnostic Decision Support (DDS) system could revolutionize your maintenance organization.  And CaseBank has the tools, services and expertise to help you create it.  CaseBank builds turn-key custom systems, combining CaseBank’s decision support technology and services with your staff’s expert knowledge and experience. 

The system has two main parts:

• The decision support engine is CaseBank’s proprietary case-based reasoning engine, SpotLight, which has been designed specifically for diagnosing complex equipment. 

• The custom knowledgebase is a structured repository of diagnostic and repair information on your equipment, developed by CaseBank’s specialized knowledgebase development staff using your maintenance experience and expertise. 

The DDS system is a simple to use, easily fielded tool that:

• Captures and efficiently stores the knowledge and expertise of all the technicians who have worked on an equipment type – the knowledge of your most experienced troubleshooters will always be available

• Acts as an expert mentor who works alongside the technician posing questions that quickly isolate the root cause of an equipment fault – an assistant with a perfect memory

• Enables first time fixes whether in a far-off or home base environment

• Continuously captures new knowledge without additional burden on the technician

• Never goes off shift, never takes a vacation, never changes jobs, and never retires

• Tracks the troubleshooting activities, providing visibility to management

The Benefits

• Increased customer satisfaction through faster fixes

• Reduced time and costs for call resolutions

• Preserved intellectual property by capturing “walking knowledge” prior to retirement or attrition

• Increased visibility into the troubleshooting activity in the field

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