Issue link: http://read.dmtmag.com/i/236097
Service ("The Walk That Improves the Work" continued from page 23) been ordered, the status of a part, or its location. A third benefit, said Danielson, is work order closing efficiency. "There's a benefit to having the advisor in the know on repairs," he said. "When the time comes to close the order, it's a lot easier. Everything was talked about during the course of the repair and not just at the end." The Service Agreement Strategy For years, dealerships offered service agreements as an add-on during the use phase of the product – since it was not considered to be an important revenue generator. In many of these cases, service offerings were not managed as closely as product development, and decisions (such as service cost and service level) were made unscientifically. Times have changed. More dealerships are implementing service agreements to provide more value to customers and increase profits. Quoting service agreements effectively starts with learning a customer's expectations. This includes determining their preferred service schedule as well as surveying their fleet to determine the makes, models, machine serial numbers, and engine serial numbers. In some cases, the preset standard parts may not cover the engine model and serial number if the unit has been repowered. That's why it's important to obtain a parts book and operator manual for the machine prior to developing a standard parts list. Once a dealership decides on the types of service agreements it wants to offer, its DMS will need to be updated. This service agreement list can be altered once the dealer begins to realize different needs within their customer base. Most planned maintenance programs will require a set of disciplines that differ from normal service department operations. Many will involve more record-keeping tasks and require service management to be proactive versus reactive. That being said, having the right tools in the hands of the right people can help track the entire process from start to finish. Optimizing Service Agreements Service agreement programs are successful when the department accurately tracks machine hours and notifies customers when their equipment is due for maintenance Whether your drilling in quarries, breaking rock on the jobsite or backfilling deep lifts, Furukawa Rock Drill USA (formerly Kent Demolition Tools and Furukawa Rock Drill) provides a reliable, cost-effective equipment solution. To learn more, visit us online at www.FRDUSA.com or call 800.527.2282. Please visit us in CONDEX Booth 527. 24 | www.cedmag.com | Construction Equipment Distribution | January 2014 Scan this code for more information on FRD USA.