QUESTION: What is the Business Solutions
ANSWER: We are a team of individuals working
in collaboration to provide service and support to
customers, Komatsu distributors and Komatsu
corporate personnel. Any one of those three can
approach us with an idea, a concern, etc., and
we’ll tackle it in an effort to bring about a positive
The Business Solutions Group can do that
because our team brings several different
perspectives and experiences to the table. Some
of us have been with Komatsu for several years
in assorted capacities. We also have customer
perspectives on board, as one team member
worked for a distributor before joining the group.
Another was with a large construction company.
This allows us to approach solutions from a
variety of angles.
We’re not here to set the world on fire, only
to provide what we call “tiny solutions” with
QUESTION: Could you give examples of what
you have provided so far?
ANSWER: We give customers “bottom line
tactics” to improve their productivity and
efficiency by providing individual machine or
fleet recommendations; owning and operating
estimates; operator and telematics-based insights;
and more. We offer this service to all types of
companies, no matter their size. Each company’s
needs are unique, so our solutions are as well.
Machine recommendations are a prime
example. A customer may be thinking that a
30-ton excavator is the best fit. However, our
analysis of the business and the type of work it
performs may show that the owner will only use
a 30-ton machine 5 percent of the time. We would
use this information to let the owner know that
it would be more beneficial to purchase a 20-ton
excavator and rent a 30-ton as needed.
One way we helped Komatsu – and, in turn,
our customers – was through a campaign to bring
greater awareness about regeneration. Tier 4
engines require it, but there are two different
processes that need to be carried out depending
on the type of alert an operator receives. The
concern was that operators weren’t taking the
appropriate action when they saw a regeneration
icon pop up in their Komatsu machine. We
designed posters and key tags that outline what
to do based on the type of icon that appears.
To go along with that, we created a
Tier 4 dashboard for our distributors through
KOMTRAX, Komatsu’s remote monitoring
system. It provides vital information such as how
often a customer’s machine is regenerating and if
it’s being done correctly. The distributor can then
contact the customer and address the issue to
avoid a potentially costly repair down the road.
QUESTION: Where did the idea for forming
the new Business Solutions Group come from?
ANSWER: Komatsu believes strongly in
listening to customers and visiting their jobsites
to understand their specific needs. One common
theme we heard was that companies would like
to build stronger relationships with the people
that design and manufacture their machinery.
Our group facilitates that, but we wanted to be
more than a liaison between the customers and
the factory. We want our customers’ relationships
with Komatsu to be strong bonds. Our aim is to
be a resource for all three legs of the industry stool:
customer, manufacturer and distributor. Feedback
continues to be positive across the board, and we
encourage everyone to continue bringing us their
needs, ideas and suggestions for ways the Business
Solutions Group can be of benefit. Customers can do
that through their distributors.