RemoteCARE from Link-Belt Excavators is a big part of Heavy Machines Inc’s product support strategy. Heavy Machines was the most active dealer user of RemoteCARE telematics in 2019. LBX talked with two of their most prolific users, David Miano, Service Manager at Heavy Machine’s Theodore, AL location and Francois Carrier, Service Tech at the Skowhegan, ME branch.
Both David and Francois have been using RemoteCARE for more than 3 years and are very familiar with its capabilities and the opportunities it offers to both dealers and machine users. “RemoteCARE recently allowed us to help a customer diagnose an intermittent problem they were having, right over the phone,” David said.
“Often times, customers don’t know where the codes are,” Francois added. “When they call saying they have a problem with the machine, I can just go look myself and get better info – even from the RemoteCARE app on my phone.”
RemoteCARE delivers benefits directly to Heavy Machines. ”It is a big help to the dealership to have live info on errors and service updates,” David said. “RemoteCARE also allows us to track the whereabouts of rental machines in rural areas for a much faster response time.”
“Two of the biggest things we use RemoteCARE for are finding machines and checking codes,” said Francois. “We occasionally check hours on machines or idle time. But we’re always checking DTC’s (Diagnostic Trouble Codes) and downloading PDF’s for diagnosing off of Business Central.”
“Tracking machines has been the biggest benefit for us,” he continued. “Sometimes customers don’t give good directions; this helps eliminate confusion.”
“By tracking service history of the machine, we can gather any and all parts needed before heading to the customer,” David added.
“RemoteCARE helps us on the sales side, too,” said Francois. “We gather fuel consumption reports for sales to show customers.”
Heavy Machines makes sure that when a customer receives a new machine, they are briefed on the capabilities and use of RemoteCARE, as well as how to enroll in the program. “It is a very useful tool for customers,” David said. “RemoteCARE allows them to track all of the machine’s service history.”
Francois agrees. “Customers just need to play around with the system until they get familiar with it. There’s lots of useful machine info to find outside of the usual fuel levels and hour meeting readings.”
Contact your local dealer for information about RemoteCARE.