We offer a robust and well established refurbishment program at our centralised warehouse in Chakan, Pune
Nitin Lall ,
General Manager ,
Atlas Copco (India) .
Power Technique Customer Center
Atlas Copco is complementing the traditional way of service engineers monitoring the health of the machine with advanced digital systems like Fleet Link. “Atlas Copco is already well ahead on the digital journey with virtual reality and augmented reality and will continue to bring in new dimensions to the service offering,” states Nitin Lall, General Manager, Atlas Copco (India),. Power Technique Customer Center. Lall elaborates on the impact of digitization and how the company is forging ahead innovating in back up support.
How do you envision the changing dynamics of service industry in the CE space and how innovatively Atlas Copco has transformed itself to address the challenges?
Our service quotient is highly trusted with preventive maintenance and on site breakdown resolution even in remote locations is an expectation which we fulfil anytime, everywhere.
We sense that we are moving from a manufacturing society to a service based, information cantered society, and increases in technology will continue to impact market trends. The service division is focused on digitalization to enable fleet tracking, monitoring on real time basis with precise monitoring and proactive maintenance which will bring in major improvements in inventory management and performance tracking.
Digitalization is the new buzzword and we at Atlas Copco focus on bringing in unmatched service with a strong digital footprint. We are complementing the traditional way of service engineers monitoring the health of the machine with advanced digital systems like Fleet Link. Fleet Link is a connectivity (telematics) solution which represents all relevant operational and service information of connected machines on the website and dashboards. It offers remote insights in the vital stats of our customers’ portable air compressors on site. Further our latest dealer management software ensures maximum equipment uptime.
How do you ensure long life of major components?
Our inbuilt Fleet Link and 50+ dealer network distributed pan India as well as periodic maintenance where parts are replaced on time ensure we extend the life of our equipment on site.
Elaborate on the Rebuild and Refurbishment services provided?
We offer a robust and well established refurbishment program at our centralised warehouse in Chakan, Pune as well as our dealer workshops in Tiruchengode and Indore which are well equipped to offer refurbishment options to our customers. With the increased need for refurbishment as a quicker and more cost effective option, there is growing demand from customers for refurbishment as a means to give a second lease of life to their equipment.
What are the major challenges in this, especially when a dispute arises?
We maintain a detailed machine history which has all information on service history of the customer’s equipment. This ensures a smooth working relationship with the customer as we are able to resolve equipment breakdown complaints much faster and as per the customer’s expectations.
How innovative your strategies are in areas of MTR and MTTR?
We do measure the MTTR and MTBF for all calls through our centralised system from our head office in Pune for monitoring all calls. This ensures our customers get service on time and we create more happy customers. The focus today is high on connectivity, and hence we have an already inbuilt Fleet Link device in our portable air compressors which is available as an option. We strive hard to ensure continuous improvement through better features and tracking mechanisms.
To what extent integration of data driven technologies have helped after-sales service support system to evolve? What has been the impact of the same while Atlas Copco designing aftermarket support systems based on the matrix of customer satisfaction?
Data driven technologies ensure we have deep insights on analysis of weak areas as well as recurring issues, which removes any obstacles in the MTTR corrective actions. We at Atlas Copco work on hard core data metrics and do not address customer issues based on perception. We ensure that data is robust and acquired from digital platforms so that product improvement takes place at the right time.
We also offer e-commerce options for our parts through Shop Online and Parts Online which makes it convenient for our customers to get parts on time and with ease.
Further, as a process we record regular feedback from our customers after every service. Customer feedback is monitored very closely and the Net Promoter Score is tracked to ensure customer satisfaction at all times.
What do you expect the next stage of such innovations based on big data analytics in the service industry?
It is the age of digital technology and the way forward for service will see new technologies such as 3D modelling, virtual reality and augmented reality bringing artificial intelligence into the forefront. Atlas Copco is already well ahead on the digital journey with virtual reality and augmented reality and will continue to bring in new dimensions to the service offering.
Could you throw some light on your after-sales service portfolio?
Our after-sales service portfolio consists of genuine parts, high quality fluids/lubricants and filters for our portable air compressors, light towers and handheld tools to ensure maximum uptime. Regular service checkups and preventive maintenance programs ensure equipment is up and running as soon as possible so that the customer has no loss of man hours or productivity. Additionally our refurbishment programs give a new lease of life to our portable air compressors within a short span of time.
What are the major after market challenges you face in terms of quality and availability of skilled technicians / workforce and other areas?
We at Atlas Copco believe in continuous innovation while maintaining a keen interest in core competency building within our sales and service team. This enables us to continue to meet the market expectation of getting the right product information and service on time. We invest a lot in product and service training for our service engineers as well as focus on competency strengthening for our extended arms…..our service technicians from our 50+ strong dealer network.
Your views on the Bauma Conexpo India 2018? Please also throw some light on the new launches?
Bauma 2018, will be a great platform for equipment manufacturers to showcase their current and new offerings. Many Indian customers visit Bauma, Munich to see changing technology and experience the launch of new technology on a global platform. Atlas Copco will indeed display equipment with the latest technology and there will be a host of new products which customers can see.
Besides the latest LED technology in our HiLight V5+ light towers, we will also be showcasing our power packed solutions at Bauma with our Hydraulic Power Packs. Our hydraulic power packs offer one solution for multiple applications which require breakers, core drills, cut off saws, post pullers and post drivers. Basically the power is in the customer’s hands as they get power when and where they want it, to drive their on-site work, even in remote areas. Atlas Copco will be showcasing our power pack range at Bauma besides our hydraulic and pneumatic tools range. All designed for speedy and efficient project delivery, our hydraulic and pneumatic tools offer best in class operator comfort and therefore efficiency with its ergonomic handle and body design. Low sound levels, high fuel efficiency and lower machine footprint, all contribute to ensuring the customer gets faster and high performance