ANTICIPATING YOUR NEEDS
Visits with customers give perspective for addressing future parts and service requirements
Paul Moore, Vice President,
Parts Sales & Marketing
QUESTION: Parts and service support is critical to equipment users. Is Komatsu doing anything new in this area?
ANSWER: During the past two years, Komatsu focused heavily on customer engagement, being side-by-side with them at jobsites. We want to know what’s working, what isn’t and how Komatsu can improve its capabilities and resources, so we can anticipate their needs and proactively talk to them about solutions. We are now extending this initiative to focus on customers’ needs when they are interacting at distributors’ parts counters and over the phone. Our goal is to make sure Komatsu machine owners have the right parts, the first time and every time.
QUESTION: What information have you discovered in these customer visits?
ANSWER: Customers told us what they really need from Komatsu, things we can do to improve our support levels and ensure their machines continue to be productive, with as little downtime as possible. They also expect parts to be on-hand when needed. Are we always perfect? No, but customers understand that we always strive for continuous improvement, so we can show how we add value to their operations. That’s our mission.
Komatsu focuses on customer engagement to better understand owners’ operations. “We want to know what’s working, what isn’t and how Komatsu can improve its capabilities and resources,” said Paul Moore, Vice President, Parts Sales & Marketing. “Our goal is to make sure Komatsu machine owners have the right parts, the first time and every time.”
Monitoring a machine’s health with oil sampling, daily checks and other proactive steps is essential to its performance, according to Paul Moore, Vice President, Parts Sales & Marketing. “Think of it in terms of your own health. A regular checkup may identify a potential issue that can be addressed and taken care of quickly,” said Moore.
QUESTION: What are some examples of how Komatsu is working to better support customers?
ANSWER: One is our General Construction Undercarriage, which was introduced for certain mid-size PC200-300 class excavators a couple of years ago and will expand to include dozers. It offers a competitively priced Komatsu undercarriage option that is guaranteed to fit the customer’s machine. It’s all supported by an industry-best, four-year/5,000-hour assurance program. Another example is the new Komatsu Genuine Oil. Equipment technology continues to expand and so does the need for upgraded maintenance items to keep machines running at peak performance.
In the near future, we will introduce a new online parts-ordering system that will integrate KOMTRAX data, manuals, factory campaign notices and much more information to assist with machine management activities and improve the customer’s experience.
QUESTION: Earlier you mentioned being proactive. Why is that so important?
ANSWER: Think of it in terms of your own health. If you wait until you are sick to go to the doctor, recovery may take longer and cost more time and money. A regular checkup may identify a potential issue that can be addressed and taken care of quickly. Monitoring the health of the equipment, taking oil samples and performing daily walk arounds as well as having regular machine inspections by the Komatsu distributor’s PSSR for example, are vital to its performance. If something shows up, it may or may not need immediate attention. If not, the owner can plan to have it fixed as soon as possible.
We also offer several parts-related programs such as Firm Future Order and zero-percent parts and service financing. Solutions such as these help owners save thousands of dollars, plan for downtime, guarantee parts and technician availability and allow repair payments on a schedule that works for them. The idea is to preplan the machine maintenance and let customers lock in pricing, guarantee parts availability and schedule the work at a convenient time. We encourage customers to contact their Komatsu distributor for more information.