Guide

Transform your Service: Embracing Digital and Remote Excellence with Telematics

Excellent service and after-sales experiences increase customer satisfaction and recurring sales. Therefore, delivering exceptional service is no longer just a luxury but a necessity. A remote service solution can save you money and create a WOW effect with the customer.

Crafting your remote service strategy with telematics

The timely service and proper maintenance of the mobile machines you manufacture are essential in maintaining your customers and your company's reputation as an OEM. Consider this: according to the International Journal of Engineering Science Invention, construction equipment maintenance contributes to about 40% of total construction project overrun costs. Telematics can help you shift to a service strategy that is remote, digital, and preventative with streamlined processes that improve service productivity and customer service. By making it easier to monitor and execute maintenance schedules, telematics supports you in better maintaining machine efficiency, minimizing warranty claims, and preventing operator injuries and accidents caused by equipment failure. Telematics can also help you meet increasing customer demand by enabling you to resolve maintenance and service issues more quickly, thereby saving your customers time and limiting disruption to their regular operations.

current Situation

CAN bus diagnostics without telematics

Without telematics, diagnosing a machine requires a physical cable connection to your service tool. It's a workable situation but one that requires a service technician to be on-site, extracting data from one machine at a time.

A better way

Proemion Realtime mode for service sessions

Remote service eliminates the need for service technicians to perform on-site diagnostics . They can evaluate your entire fleet from anywhere. For example, with Proemion, you can use the CANlink® mobile 3600 to replace cables. Enable remote service sessions that allow you to use real-time data to diagnose machines from anywhere. This functionality can be supported either by your existing service tool or by our Proemion Remote Service Tool.

The Remote Service Tool is a desktop application that works with CANlink mobile to display a real-time view of your global fleet's CAN data. The Tool is easy to customize and has various features, including cockpit instruments and status displays.

If you have an existing service tool, it's easy to connect Proemion hardware to your system. We've partnered with popular controller manufacturers to provide remote connectivity to their OEM service tools. Our Bosch Rexroth and Danfoss PLUS+1 are already in place, and we can accommodate other service tools as well.

Benefits

Enhance customer service and reduce costs

According to a McKinsey & Company report, more than 50% of all OEMs believe that the aftermarket is increasingly essential to their businesses. Introducing telematics into your service strategy unlocks multiple benefits for the aftermarket — increased efficiency and productivity are just the beginning. You can also:

Reduce pass-through expenses

The customer doesn't need to pay for unnecessary travel expenses when remote diagnosis uncovers a problem that can be solved by simple ECU updates.

Reduce machine downtime

When service technicians can quickly diagnose and solve machines' problems, customers experience less downtime, and customer satisfaction stays high.

Offer premium service options

Diagnoses can be performed anywhere by highly qualified engineers, even when travel is impractical. "Immediate response" after-sales-service can be offered as a value-added service when you have a remote service strategy powered by telematics.

Save time

Problems are solved faster when your service technicians can perform initial machine diagnostics remotely. Travel is only required when replacing installing faulty components and not for the initial diagnosis.

Avoid re-training

Existing service tools can support Proemion real-time connectivity. This option brings all the benefits of remote connectivity without the need to retrain the staff on new tools.

Customize your solution

In-house service tools can be quickly developed using the Proemion Dashboard tools. This is done simply by configuration and without the costs associated with maintaining a software R&D team.

Savings with a remote service strategy

This calculation example is based on a real customer with about 1600 machines. Per year the customer can perform about 1200 service cases remotely. We estimate that no additional travel was necessary in about 30% of the cases.