Komatsu Australia’s in-house Smart Construction Support Centre provides customers with backup and advice, when and where they need it.
Komatsu’s Smart Construction Support Centre was established to give customers the best possible support experience across their Smart Construction product offering, and since opening in April last year, has resolved more than 2000 customer inquiries.
The centre provides technical support, from machine set up, to operator training on the platform, and remote diagnostics in case of breakdown, as well as access to Customer Technology Advisors to contract out for specific projects that need a higher level of technological support.
Brent Parker, Komatsu Australia’s National Operations Manager – Smart Construction, says this type of support is one that is unique to the Australian market.
“We’re proud that we’re able to offer local support, with our advisors and technicians that know the local market and context of any issues machines could be having – it’s a real differentiator for Komatsu. We support around 650 machines on a day-to-day basis and have resolved just over 2100 customer inquiries since launching last April – a massive feat from our team.”
Brent says the most common customer support query from their civil construction customers is around machine set up.
“When a machine moves from one site to another, operators require the new site information loaded and configured on the machine. Typically, this would be done by a surveyor emailing that information to someone on site, then you’d physically visit the machine and configure the information manually. Our Smart Construction solutions allow this to be all done through the platform in the machine, and then our support centre is there for any troubleshooting when loading the site data.
“We also receive calls for machine breakdowns, where we can remotely access the machine to begin the troubleshooting process and try to get those issues resolved through our service teams as quickly as possible.”
The Smart Construction Support Centre offers back up for even the most remote locations – where internet connection can be an issue.
“We’ve had a customer in regional Western Australia where their jobsite didn’t have internet coverage, but the customer was able to take his machine tablet back to a site office out of the machine, and we were able to remotely load project files and provide the required support, before he left internet coverage to return to the machine and get it started again.”
The centre also has the full backing of Komatsu’s other systems to provide information on a customer’s machine and situation.
“The team can access systems like Komtrax, and see where the machine is on a site, any fault codes the machine might have, its service history and the nearest branch to contact. These sorts of systems enable our remote support consultants to provide the best possible support outcomes and advice to our customers,” Brent says.
“As more and more customers adopt technology in their business, there are always going to be issues with onboarding and figuring out how to get the most out of the solutions, but our customers know they can rely on Komatsu Australia and the Smart Construction team to work through challenges and keep their team and their fleet working and productive.”
To find out more information about Komatsu’s Smart Construction Support Centre, visit www.komatsu.com.au/support/smart-construction-support-centre