DIGITAL SOLUTIONS ASSIST OUR CE CUSTOMERS WITH FLEET MANAGEMENT
Managing a fleet of construction vehicles across vast geographic areas presents a unique set of challenges.
This is why we’ve stepped up to Make It Simple for our customers by developing customer portals that provide a ‘one-stop shop’ at their fingertips for the entire lifecycle of their machines. Our brands, CASE Construction Equipment and New Holland Construction, have each developed mobile apps and websites that put our Customers First.
The portals are customized, user-friendly and fully connected, enabling customers to keep tabs on the locations and maintenance of their machines from any location.
CASE has developed the MyCASEConstruction app whilst New Holland Construction has introduced the MyNewHollandConstruction app.
So why develop new digital solutions and what are the benefits to our customers?
A well-designed customer portal and app are integral to building trust, customer satisfaction, loyalty and engagement. The current systems, SiteWatch and FleetForce, are limited. The new portals provide twice as many additional benefits including being accessible via a mobile app rather than just a website.
The additional benefits include:
- Operator tracking and management – Enabling customers to track if a machine is idle and its location.
- Identifying where there is a fault.
- Heatmap positioning – This shows where the machine has worked over the last 30 days, highlighting the activity done (high-low) and any eventual faults.
- Knowing when a refueling is needed and hours/fuel consumption data. Enabling customers to monitor fuel levels and usage data and providing them with the option to request refueling services, through a mobile application.
- Jobsite task management enabling operators to mark tasks as complete.
- Interactive maintenance plan – Referring to the customer's ability to see the hours on the machine and schedule maintenance. In heavy equipment, maintenance is determined by hours used.
Christian Brunetti, CNH Construction’s Digital Project Manager, came up with the concept to create customer portals and has been involved in every aspect of development over the last two years.
“The concept behind the solutions was to empathize with the customer’s perspective and create a user-friendly interface that prioritizes their needs. Our primary goal was to provide customers with a suite that not only encompasses information related to telematics-connected machinery but also offers features that cater to the entire user journey, from purchase to the point when the customer decides to resell their machine. We thought about everything including the number of clicks required to access the platform to make it as smooth and natural as possible. People are used to using smart phones with apps such as WhatsApp and Facebook and we wanted the portals to be just as accessible. It's just the first piece of a long journey that we want to follow to make the system even better, more intelligent, with the possibility of using artificial intelligence in the future,” said Christian Brunetti.
Christian Brunetti
Christopher Machado, works in servicing and marketing in CNH Latin America construction and is responsible for developing service solutions.
Christopher Machado
“We spoke to many customers at the M&T Expo and they were impressed with a number of features. For example, how easy to use and intuitive the portals are, even for those who are not tech savvy. There were other positive comments. In particular, the operator management functions. To understand the performance of each operator was something they really valued. They were also very impressed by how easy faults can be identified. For example, if there is water in the fuel. They told us that just knowing when a machine needs refueling is valuable. For a large fleet it can be someone’s job to drive around refueling machines and this feature helps coordinate that efficiently for the customer.”
Both customer portals are undergoing a pilot phase in Latin America this year with plans to expand the pilot to the other regions and fully launch in 2025. Meanwhile, the team will aim to release new features every two months to continuously improve the portals.
CASE booth at M&T Expo
New Holland Construction booth at M&T Expo
