Designing proactive B2B manufacturing customer care.

Challenge

The client is a publicly traded global manufacturer and service provider of lift trucks, attachments, and aftermarket parts, operating in over 100 countries with reported revenues of $4.3 B.

Lacking a shared platform, the client struggled to manage its growing dealer network, which frequently withheld or failed to provide essential data.

Solution

A clear vision for a connected platform enabling seamless workflows and continuous data exchange, featuring:

  • Proactive customer recommendations

  • Real-time visibility into orders, delivery, and installation

  • Digital tools for service techs to boost onsite efficiency

  • Integrated performance, service, and lease data to maximize fleet uptime