Aiming For Maximum Output

Marubeni-Komatsu strengthen their commitment to customer support

For the last six months Marubeni-Komatsu Ltd (MKL) have been focusing more than ever on providing their customers with greater levels of support through the company’s high-profile and widely promoted ‘Maximum Output’ programme. With the aim of delivering an after-sales and support package that is second to none in the industry, the programme is all about harnessing MKL’s considerable resources to allow Komatsu customers to maximize the productivity of their machines while minimizing their operating and maintenance costs.

To achieve this, MKL’s managing director, Matt Yano, has put in place a policy to ensure that customer support is the main focus of the company’s activities in 2004 and beyond — a policy born out of an acceptance that the level of customer support available from MKL in the past did not always match up to the same high standards as the Komatsu products themselves.

‘Customers are so important to our business and supporting them is our main objective,’ said Mr Yano. ‘The Maximum Output campaign is driving our commitment to ensuring that customers get the most from their Komatsu machines by supporting productivity and hopefully reducing their overall costs.’

MKL’s marketing manager, Matthew Scott, added: ‘The quality of the Komatsu brand is well known and appreciated by all our customers, but the Maximum Output campaign will ensure that they are also fully aware of the support and care that is available to make sure they achieve the maximum productivity from their machines.’

MKL want to make it clear to operators who buy competitors’ machines what they could be missing. The components of the Maximum Output programme consist of a comprehensive range of services for machine operation and usage, which can be selected individually, in specially tailored packages or in total, depending on the specific requirements of the customer. The options available are wide ranging and encompass service agreements, repair and maintenance agreements, oil and wear analysis, vehicle health monitoring, vehicle tracking, online parts and service information, undercarriage parts and inspections, ground-engaging tools, parts agreements, and remanufactured parts.

MKL’s service agreements offer customers the comfort of having a Komatsu-approved machine service and inspection programme to protect their investment, but with the choice of menu-based, fixed-cost or cost-per-hour pricing for budgeting flexibility. Likewise, repair and maintenance is offered under fixed-cost agreements or more flexible open-plan arrangements where a customer’s past spend and future requirements are reviewed with MKL on a regular basis. KOWA oil and wear analysis forms a part of the above agreements and involves MKL engineers visiting site and proactively monitoring oil quality to check for any contaminants that might accelerate component wear.

MKL’s VHMS vehicle health monitoring system constantly monitors machine performance and transmits critical data directly to key Komatsu sites around the globe via satellite technology. Data can also be downloaded to a local PC for on-site diagnostics. For customers who simply want to keep track of the location of their machines or require real-time service-hour readings, the satellite-based Komtrax machine-tracking system provides a ‘lower-level’ version of VHMS.

For users of tracked Komatsu machines, MKL offer proactive tailored support programmes aimed at maximizing undercarriage life and reducing replacement costs. The company has access to a comprehensive OEM network for undercarriage parts for all Komatsu machines. MKL also offer specialist advice on ground-engaging tools (GET) and can supply and fit a comprehensive range of GET solutions from major manufacturers Hensley and KVX.

Also, in return for exclusivity of parts supply, MKL will enter into an agreement with customers that gives access to special discounts on all parts and components and exclusive offers on selected parts, together with tailored logistics arrangements. Customers can also access Link One for 24h online parts and service information and are also kept informed about MKL’s expanding range of remanufactured Komatsu service-exchange parts and components, which can offer savings of up to 50% compared to buying new.

‘Although we are aiming to make every element of the Maximum Output programme attractive to customers on a cost basis, we also want to make sure we improve our levels of responsiveness too,’ commented customer support manager Mike Humphrey. ‘We don’t want our performance to be regarded as average, but good.

To help achieve this MKL have increased their team of workshop and field-based engineers and opened a new depot in Warrington to service the North West. Nationwide coverage has been expanded through co-operation with the company’s utility dealers in Aberdeen and Inverness, and with a customer in Liskeard, Cornwall. Where necessary, third party expertise is also deployed — such as Pirtek for hose repairs — with the work carried out being covered by an MKL warranty.

‘Our salesmen may sell the first machine, but customer supports sell the next one,’ concluded Mr Humphrey. ‘If we can get the support right, it will mean greater profitability for MKL.’

Marubeni-Komatsu Ltd, Padgets Lane, Redditch, Worcs B98 0RT; tel: (01527) 512512; fax: (01527) 512507; email: [email protected]; web sites: www.komatsu.co.uk or www.maximumoutput.info