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Replacement parts as a competitive factor

More and more used utility vehicles are making their way into fleets. And this trend doesn’t just apply to lorries: spare part and aftersales business is gaining increasing significance in intralogistics, too.

19 Apr. 2016

Aftersales

Toyata-Material-Handling

Jungheinrich is reacting to the trend towards sustainability and the associated increased customer demand with professional refurbishment of industrial vehicles; secondary use extends the useable life of vehicles, and therefore saves resources and reduces our impact on the environment.

However, the customer must be able to expect a level of quality similar to that of new equipment. After all, if a forklift fails, the whole process comes to a halt – with consequences for the entire supply chain. Consequently, high availability of replacement parts often represents a clear competitive advantage – including because this benefit can have a positive effect on customer satisfaction.

gebrauchte-Geraete

Jungheinrich has been running an industrial refurbishing centre in Klipphausen, near Dresden, since 2006, and is continually expanding it. For example, its capacity is to be increased to 8,000 refurbished vehicles a year by 2018. Demand for these professionally refurbished second-hand trucks, the Jungheinrich JungSTARs, is growing steadily – partly because Jungheinrich Financial Services also offers individual financing models for the vehicles.

On top of this, Jungheinrich runs a top-of-the-range central spare parts centre in Kaltenkirchen, which has a high degree of automation for overnight supply of replacement parts directly to service technicians’ vehicles. The spare parts centre ensures readiness for delivery 24 hours a day, 365 days a year. For worldwide supply of replacement parts, Jungheinrich has regional logistics centres, for example in Moscow for the Eastern Europe region.

Buying behaviour is becoming more and more like B2C business

Mikael-Jonsson

Just one thing counts to Toyota Material Handling’s customers: operations must be kept moving. This is because they have to achieve more goods handling in less time. Maintenance or repairs disrupt goods handling and reduce productivity. Service providers have to react to this quickly, offering a flexible solution in the event of a problem, or implementing maintenance when it will cause the least disruption.

This means: the customer can concentrate his resources on his core business.

"Among other things, this requires detailed analysis of vehicle data.Thanks to telemetry, we have the communicative infrastructure to collect equipment-specific data."

Mikael Jonsson, Head of After Sales at Toyota Material Handling Europe

Preparing this for the customer in such a way that they can shape their operational flows reliably and smoothly is a current challenge, he says. Alongside more transparency in the areas of security, driver performance, maintenance, repair and energy management, users receive data regarding improvement of utilisation of truck capacity. "In future vehicle fleets will be able to be adapted to meet transport requirements on the basis of collected data by means of flexible rental options – known as 'smart rental' – or compared and optimised by means of location comparisons using 'smart benchmarking'," says Jonsson. "In a nutshell, it’s all about optimising use of the truck."

He believes that changing buying behaviour among customers represents a challenge in terms of spare parts logistics and procurement: the transfer of sale to online shops means that the purchase of replacement parts is increasingly taking on the traits of B2C buying behaviour. This is because more transparency in terms of the quality and price of parts is leading to better-informed customers.

Service technicians ensure rapid spare parts supply

Thomas-A.-Fischer

"Our customers are reliant on their vehicles and require high availability and flexibility," explains Thomas A. Fischer, Managing Director for Sales, Marketing and Service (CSO) at STILL GmbH in Hamburg. "Every minute that a vehicle cannot be used costs money. Every new situation in which the right vehicle isn’t available delays workflows."

What customers need is a high level of transparency in terms of their vehicle fleet, as well as quick solutions.

"We achieve this with intelligent fleet management, which can be accessed anywhere and implemented worldwide, provides cross-locational data and actively organises the fleet, as well as premium customer service," says Fischer. "We offer the software tools 'FleetManager' and 'Report' for optimum fleet management." STILL’S extensive network of over 2,200 service technicians in Europe alone ensures premium customer service. "With 24/7 availability and an outstanding level of training, this guarantees rapid assistance when needed," says Fischer. "In addition, consistently high spare parts availability of over 95 per cent ensures that our service technicians are ready for action anywhere, any time."

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