BUSINESS
national footprint with branches in
Gauteng, KwaZulu-Natal, East London,
Port Elizabeth, Cape Town, Nelspruit, and
Bloemfontein, complemented by a strong
network of dealers in the outlying areas.”
However, Shafto also mentions that
infrastructure alone may not be enough
in today’s information age. He is of the
view that aftermarket is evolving from
just being the provision of spare parts
and fulfilling maintenance contracts —
skills shortages and rapid advancement
in machine technology all but make it
impossible for customers not to use the
specialist skills and information available
at the branch.
“The use of newer technologies,
such as fleet management solutions, is
helping ease maintenance issues. Rapid
developments in machine technology,
particularly the use of electronic controls
and remote monitoring systems,
have opened up new avenues of fleet
monitoring and remote troubleshooting,”
says Shafto.
“We find that delivering accurate data
on fleet performance and all the important
parameters of the customer’s operation
that speak directly to productivity, total
cost of ownership, and ultimately, the
bottom line, is part of the most vital
another,” says Shafto. “What matters more
today, and has been for long, is the service
delivered after the product has been
supplied.” Shafto is of the view that this
is a golden age of services, and the MHE
supply chain is transforming into a service-
centric sector, moving away from just
supplying products to offering end-to-end
solutions. “Although companies still push
products, there is now a bigger focus on
delivering the value that customers get out
of using those products,” says Shafto.
It is evident that the timely provision of
spare parts and after-sales services such
as conducting repairs; installing upgrades;
reconditioning equipment; carrying out
inspections and day-to-day maintenance;
and offering technical support, consulting,
and training are crucial pillars of customers’
buying decisions. This gives them peace-
of-mind and allows for ease of budgeting,
as maintenance is a fixed cost and
removes the day-to-day headaches from
maintenance managers.
While service initiatives are the starting
point, Shafto believes that it is the speed of
the service that really matters. “There is so
much emphasis on speed of service, as the
importance of uptime cannot be reiterated
enough in today’s operating conditions. For
an MHE supplier of GLTC’s stature, speed
of service is at the core of our service
strategy,” he says.
To be able to execute that strategy,
Shafto says a fundamental prerequisite
is to have the infrastructure that allows
the company to respond to any service
needs timeously. “We have a strategic
Goscor Lift Trucks MD, Darryl Shafto.
services that we offer, and this all needs
to happen swiftly,” he adds.
To make use of the technology
available, GLTC has invested in people
and the ability to monitor fleet activity
promptly. This is to ensure a rapid
response to fault detection or service
requirements. This often happens
prior to the machine owner becoming
aware of an impending issue. Technology
is thus used to aid productivity and reduce
the owning and operating costs.
Shafto notes that technological evolution,
anchored by trends such as automation
and Internet of Things (IoT), is influencing
the supply chain in terms of service
provision. GLTC is well ahead of the curve
in that regard. For instance, GLTC offers
APS (automatic positioning system) on all
its VNA trucks.
“We also offer Access 123, which is
patented by one of our principals, Crown,
and is already a self-diagnostic, real-time,
fault-finding instrument. So, I believe we
are already ahead of the game and as
technology evolves, so will the rest keep
up with this technology. In conclusion, I
wish to stress the criticality of prioritising
an MHE supplier that has this sort of
capability when it’s time for those buying
decisions,” concludes Shafto. ■
Practical training for GLTC technicians.
Source
http://www.marklives.com/2018/06/b2b-customer-centricity-why-its-vital-for-needs-based-segmentation
www.plantonline.co.za
JANUARY 2019
31