Today’s dealers are discovering approaches to utilize data analysis to deliver added value and meet contractors’ changing needs.
Telematics has ended up being a game changer for the construction industry, delivering transparency into equipment operation and performance. However, there is a risk of a lot of something worth being thankful for the two clients and for the merchants entrusted with managing incoming data on their behalf.
“There is a certain data overload,” said Peter Mayr, president, Liebherr Construction Equipment, during an OEM panel at the 2019 AED Summit in Orlando, FL. “Some of our dealers use the data really well. They are ahead of things, and they are probably our most successful dealers. They are proactive; they watch the machines for the customers… But it’s still a certain information overload.”
What’s more, further potential for data capture is starting to emerge. “We will get to the point where components have sensors that will tell you… you need to change me before I fail,” Mayr said. This has already started in the mining industry. “You have very clear indicators in the components when they wear out and when they will fail.”
Construction equipment components could before long head toward this path. “We just need to be careful that we don’t overload people with information. We need to filter it so that what they get out of it is meaningful,” Mayr cautioned.
Merchant connections are critical to this procedure, and can be seen as a differentiator according to eyes of contractors. “The dealer having a strong relationship with a given customer has the opportunity to prove to that customer that they add value,” said Jason Daly, global director, marketing & support, John Deere Construction & Forestry. “And they can add value by maybe answering the questions before the questions are asked, and ultimately resolving the customer’s problems before the customer is even aware.”
EMs can assume a vital role in conveying such esteem, too. Consider Volvo Construction Equipment (Volvo CE), which gathers the information from its machines in a focal area and channels it for merchants and clients. “We’re able to look at the data and any particular fault codes and push information out to our dealers,” said Stephen Roy, president, sales, Region Americas. “Our dealers actually have a 95% chance that if they take this route with these parts in their service vehicle, they will solve the problem.”
Merchants can concentrate on the repair rather than the diagnostics. “It’s actually taken the diagnostics time down. That’s important,” said Roy.
Furthermore, there’s more esteem potential to come – for instance, as prescient analytics. “We’re trying that now with certain customers and dealers to find just the right model,” Roy noted.
The most squeezing need is to make sense of what else you should be possible with the information that as of now exists. “That’s a conversation we’re having with dealers to ensure they have a voice with the customer on improving productivity and machine performance,” said Roy.
The requests to deliver esteem included information related services will keep on extending. Where once John Deere needed to push telematics implementation, now “we’re being pulled by customers and dealers today to do more and to do more faster, and to deliver more prediction than we’ve seen in the past to create that available uptime that customers in the future are going to expect,” Daly indicated. “We need to find ways to deliver that.”
There are sure merchants leading the way and there the individuals who aren’t exactly there yet. “Our challenge as a manufacturer is to try to get people up to speed as quickly as we can to take advantage of the technology that’s out there,” Daly said. He noted a time when manufacturers hadn’t considered the need to have data scientists on staff. “Now the dealers have to start thinking about that.
“The winners are the ones who figure out how to take that data and segment it and analyze it and do something with it,” he continued, “again, ultimately with the goal of providing customers with some sort of enhanced service — something to make their business better than it was before.”