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Case Study

SharePoint – Machinery Company Takes Maintenance and Customer Care to New Level

The client’s new machinery acquisition program provides customers with free scheduled maintenance during the critical first years of equipment life, helping to cut costs of owning and operating its machines. The client needed a system that would streamline and automate processes while providing insights that would allow the company and its customers to project future costs and maintenance and maximize the value and life of their market-leading machinery.

The Situation

The client is a worldwide manufacturer and marketer of large and small construction, mining, utilities, forestry, and industrial equipment, including hydraulic excavators, wheel loaders, crawler dozers, off-highway trucks, and motor graders. 

The client’s maintenance program provides their customers free scheduled maintenance during the critical first years of equipment life, helping cut costs of owning and operating its machines. It’s a valuable competitive advantage that sets the client apart from its competitors. However, they had limited to no visibility into the maintenance performed in the field to support equipment under warranty. Furthermore, heavy reliance on email, Microsoft Access, and Excel, the maintenance program required generated a significant amount of manual work compiling data, collating information, and communicating with customers to complete a claim. 

The client needed a program that would streamline and automate processes while providing the big picture perspective that would allow the company and its customers to project future costs, estimate future maintenance, and maximize the value and life of their machines.

The Challenges

Working closely with the client, Netrix evaluated the current system and process, as well as the available reporting and business intelligence tools to determine which solution could bring efficiency and automation to their manual process. Netrix’s team looked at ways to leverage existing technologies and the information required for their service, all the while partnering with various business unit stakeholders to find a solution that would also make their jobs easier too.  

Thanks to a trusted, transparent relationship built during previous project collaboration, Netrix’s team had a clear insight into the money and human resources the client budgeted for implementation, maintenance, and ongoing management of their new system, enabling Netrix to deliver an enduring solution that was built to last and would grow with the business.

The Solution

Building upon their existing SharePoint environment, Netrix completely transformed a cumbersome, multi-system, multi-step, manual process. Netrix’s quick, streamlined solution successfully merges data from multiple sources into a single data warehouse, delivers lightweight HTML and PDF reports, automates communications between the client and their dealers, and provides real-time information in easy-to-use dashboards.

Employees no longer have to manually record the data, reconcile checklists between the company and dealers, or work their way through the previous two-week process integrating information into spreadsheets for reporting and tracking.  

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Actionable data, full machine visibility, and accurate lifecycle tracking ensure the client can efficiently and effectively manage its customer-pleasing client maintenance program. With Netrix’s solution in place, the client and its distributors can not only see when machines are due for maintenance and where the machines are located but communicate directly with customers to schedule and complete pro-active preventive servicing.  

Enhanced communication, dealer performance audits, and real-time information gives the client a clear competitive advantage and increase the value and life of its machines to separate it from its competition.

Key Results

Pains

  • Limited to no visibility into the maintenance performed in the field to support equipment under warranty.
  • The program required manual work compiling data, collating information, reconciling spreadsheets, and communicating with customers and dealers to complete a claim.
  • Existing applications, data, and reporting needed to be extended and aligned with other business stakeholders.

Gains

  • The solution merges data from multiple sources into a single data warehouse and enables real-time dashboards.
  • Stakeholder visibility to when machines are due for maintenance and where they are located.
  • Direct communications with customers to schedule and complete proactive preventive servicing.
  • Real-time information, dealer performance audits, and insightful reporting provide a competitive advantage.

Our Approach

Netrix incorporates agile development best practices into our application development operations and prioritizes the evolution of your development teams by introducing market-leading best practices. Whether modernizing the applications you have in place today or developing new custom solutions for your unique business challenges, our team provides the experience and resources necessary to gain new functionality and efficiencies.

Technical Expertise

Our Microsoft-certified engineers develop software applications using the most modern technologies, ensuring that your application is usable and maintainable in the future. Our primary technical expertise includes:

Microsoft Stack

  • .NET development, MVC, MVP, MVVM

Modern Web Application Development

  • HTML5, CSS3, JavaScript, jQuery, Angular JS, Knockout, Single Page Applications

Database Architecture

  • SQL, MySQL, noSQL

Azure Migration and Development Services

  • App Service, Web Roles, Worker Roles, Table Storage, Blob Storage, Queues, and Service Bus
  • Cloud-Based Architecture

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