In the data age, the service model is undergoing a transformation and upgrading.
Cummins has adopted a digital intelligent system to shift services from reacting to anticipating, and from repairing to guarding, continuously enhancing the value of services.
Close enough to touch service
Building a full-scenario digital service platform
Through the eRoad Cummins APP and the intelligent customer service platform, we provide a 24/7, full-process, digital one-stop service channel. No matter where the customer is, they can simply use their mobile phone to achieve one-click repair reporting, intelligent diagnosis, appointment for spare parts, online payment, and real-time tracking of service progress, thereby improving the service response speed and customer experience.
For example:
Intelligent customer service provides dual support from experts and AI. It can quickly identify the caller's information and device details, automatically match historical records, achieve instant response and intelligent task assignment within minutes, ensuring that equipment failures can be promptly supported by professionals, thereby improving service efficiency.
Create the eRoad Cummins fleet version, using digital means to help the fleet achieve fuel consumption reduction, prevent breakdowns, and manage the overall situation:
Real-time capture of engine fuel injection data, accurately calculating the fuel consumption per 100 kilometers for each vehicle.
Automatically generate driver fuel consumption and driving behavior rankings, simultaneously monitoring fuel consumption behaviors such as idle time, etc., making fuel saving traceable.
Relying on networked data for real-time fault warnings, reducing the risk of breaking down halfway.
Health monitoring, continuous supervision
Preventive maintenance reduces costs
Relying on intelligent monitoring tools such as management APP, big data algorithms and the PrevenTech platform, as well as the CDS global intelligent diagnostic system, over 130,000 Cummins engines across the country have achieved networked monitoring of their health status. 86% of faults can be quickly located within 3 steps. The system can automatically identify abnormalities and push out warning information, arrange maintenance in advance, transforming the traditional passive repair into active maintenance, helping customers reduce costs and increase efficiency.
Real Case Testimony
In Daqing Oilfield, a Cummins technician used the PrevenTech system to detect abnormal data fluctuations in a drilling vehicle. The system indicated that the engine frequently reported fault code 689. The technician immediately contacted the customer and remotely guided the troubleshooting process. They accurately identified the fault in the crankshaft speed/position sensor and quickly coordinated the supply of parts. Before the customer noticed the serious problem, they resolved the hidden danger and prevented unplanned downtime. This earned the customer's high praise.
Empowerment is everywhere
Build a digital training system
Dealers and service stations can achieve standardized and transparent operation processes through promote tools such as Cloud Academy training and remote expert collaboration. No matter in urban areas or remote regions, every service technician can obtain the latest technical training and expert support at any time through mobile devices, enhancing the professional capabilities and uniformity of the service network, and helping users solve problems more quickly.