Gain Insight and Visibility into Your Products, Dealer Network and Customers
Enhancing Service Management for Commercial Vehicle and Equipment Manufacturers
Decisiv’s SRM platform enables OEMs to eliminate reliance on disconnected processes based on paper forms and telephone tag.
The platform enables the real-time distribution of up-to-date recall information and service bulletins, and provides the tools to manage and measure service delivery consistency. For the first time, OEMs can enjoy real-time service visibility and reduced warranty costs. By helping your customers reduce downtime and streamline their maintenance processes, you create and strengthen long-term relationships.
How Using SRM Pays Off for OEMs
Decisiv’s platform seamlessly integrates your connected assets, IIoT sensors and “big data” investments with your internal systems. By moving aggregated and shareable asset service history and customer preferences to the cloud, you are able to deliver actionable, in-context information to your dealers, mobile technicians, leasing and rental network companies and customers at the point of service.
- Reduces root cause identification (triage) time by 70%
- Increases asset availability by 20%
- Improves fix-it-right-the-first-time by 90%
“INSIGHT Case Management, powered by Decisiv, will allow us to provide up-to-the-minute repair status, send preventive care reminders and stay in touch with our customers throughout the life-cycle ownership experience, allowing us to maximize uptime and provide a greater level of total support.”
– John Musial, Director of Service Operations, Hino Trucks
How Commercial Vehicle, Asset and Heavy Equipment Manufacturers (OEMs) Use the SRM Platform
OEMs deploy private-label versions of the Decisiv SRM platform across their service supply chain. The platform integrates key internal systems (build data, parts catalogs and wiring diagrams, warranty and other coverage) and remote diagnostics systems to ensure in-context access to information as part of the service and maintenance process.
To help ensure the delivery of consistent service network-wide, the platform automatically applies maintenance schedules based on application and severity, and delivers standard warranty and custom retail service operations for expedited work order creation.
Call center and centralized support teams use the platform to help manage high severity faults and provide end-to-end oversight of everything from service event scheduling to asset availability.
Technical support teams have real-time visibility into information on asset diagnostics, performance and usage, with pictures and notes as well as service history details. When end customers or dealer personnel contact you for warranty and policy decisions, your teams have the up-to-date information they need.
Your operations, aftermarket, parts, service and sales teams also can use the platform to create reports or customize real-time alerts based on important metrics (downtime, repair costs, unscheduled service events) that track dealer performance and help improve revenue and customer relationships.