We have introduced CASE
eSeva mobile app to reduce the response time.
Head Product Support,
CASE Construction Equipment is built on the principle that simple is better. With an evolution of fine-tuned products designed to solve real world challenges the company has a heritage of strong values. “CASE India puts a lot of emphasis on R&D, which helps us in improving our products as well as components,” says – Ashish Karulkar,
Head Product Support, CASE India.
How do you envision the changing dynamics of service industry in the CE space and how innovatively CASE Indiahas transformed itself to address the challenges?
The service aspect is very critical in the CE industry. With advancements in technology and subsequently in new range of products, maintenance and repair work requires experts’ help. Lack of service support on such occasions can impact the productivity severely. Importance of such support becomes much more significant when seen in context of current pace of developments in infrastructure sector projects.
For CASE India, a robust after-sales-service is complementary with its equipment range. In order to have ready connect with operators and customers, and to constantly keep them updated with the latest practices and techniques, CASE India has dedicated training centres that hosts training programs all-round the year.
Also, CASE India has a centralized toll-free customer care number where one can call in for after-sales services, thus minimize downtime and maintain production schedules. For the ease of customers we have also introduced the customer version of service mobile app using which customer can directly log a service request for their
equipment and the same will be solved within a stipulated time frame.
A machine’s productive lifecycle is determined by the life of its major components. How do you ensure the same?
CASE India puts a lot of emphasis on R&D, which helps us in improving our products as well as components. Our product range, designed and developed with advanced technologies,are robust and durable. This helps in maintenance and downtime, coupled with this aspect, our efficient servicing system ensures a long productive lifespan for our machines.
Many existing CASE India customers prefer to refurbish their equipment in order to lower the total cost of ownership. With increase in infrastructure activities across the country the demand for rebuilt and refurbished equipment have grown significantly. Under our refurbishment services, we thoroughly inspect and work on used equipment to ensure its capability of performing on the most demanding jobsites. The range of equipment includes the products like compactors and loader backhoes as well as the attachments and more.
How innovative your are strategies are on customer-based metrics?
For CASE India, a robust after-sales-service is complementary with its equipment range. CASE India starts the process of servicing right from the time of product development. CASE India does a serviceability audit before rolling out the new product to ensure ease of serviceability. The audit ensures that the mean time to repair the product is minimum.
For reducing the time in responding to customers queries we have introduced CASE eSeva mobile app where customers can directly reach us and the response time can be tracked. CASE India ensures that the problem raised is responded within 8 hours and solved within 24 hours after the registration of the complaint.
Further, to ensure better maintenance of equipment, CASE India has dedicated training centres that host training programs all-round the year for operators and customers to constantly keep them updated with latest practices and techniques.
What has been the impact of data driven technologies on aftermarket support systems?
As explained earlier with the launch of CASE India’s eSeva mobile app which is used for raising and tracking service requests, we are able to track key customer satisfaction metrics such as MTTR (Respond/Repair) that helps us to make improvements in the after-market support system.
What do you expect the next stage of such innovations based on big data analytics in the service industry?
Data analytics based innovations will help customers in terms of connecting with manufacturers like us and getting their issues resolved in more satisfying ways. These innovations shall also help us to classify the issues and address them in a more efficient way. CASE India constantly works to keep innovating, based on newer inputs
Your views on the Bauma Conexpo India 2018?
Bauma Conexpo 2018 is regarded as the most sought after event of the CE industry in the country. This year, the flagship construction equipment industry exhibition is all set to see the convergence of global players and India equipment manufacturers. As per the reports, this timethere is a remarkable 30% growth expected compared to the last edition of the expo. CASE India will showcase its entire construction equipment range. Our endeavour is to maximise our reach to existing as well as new customers and globally expand our business by indulging with the industry veterans.