Strategic Initiatives: Proactive Solutions Management

Customer experience is one of the keys to long-term success for companies. In Customer Support Management, it is critical to provide customers with proactive services to improve brand loyalty and client satisfaction. So how exactly can you deliver a proactive experience to your customers?

Proactive Solutions Management is based on an attempt to anticipate and detect problems that may potentially arise with a particular product or service and subsequently provide customers with solutions to this issue. If those who experience problems during the purchase process do not receive a satisfactory service, both existing and potential customers may be lost. For this reason, it is extremely important to improve customer support and make it proactive. 87% of customers surveyed by InContact stated that they would like the company to proactively contact them when it comes to service, while 73% of those who were proactively contacted and had a positive experience indicated that it had a positive impact on their perception of the service-providing business.

It may be easier for companies to start looking for solutions after a problem occurs than to create solutions beforehand. However, to gain a competitive advantage and increase customer loyalty, it is necessary to identify potential weak spots in advance. Thus, proactive decision management provides cost savings and greater customer acquisition opportunities compared to reactive decision management, based on resolving problems only after they have occurred. We at Borusan Cat, using our IMC and PSE structure, as well as digital algorithms such as Müneccim and Commodore, and following our strategic initiative “Proactive Solutions Management” are trying to change the situation in technology, business models, and change management in all countries where expanded our activities. Through the aforementioned proactive business models, we not only reduce our customers' maintenance and repair costs but also extend the life of our customers' machines.

It becomes too late to respond to any crisis by assessing the situation after the crisis has occurred. Instead, it is crucial to plan and analyze in advance, and when the problem occurs act under the plans already developed. This approach is a building block of proactive solutions management, and thus, in a crisis period, all kinds of time losses, material losses, and loss of customer satisfaction will be reduced. At Borusan Cat, as part of our proactive decision management initiative to create the perfect service experience for our customers, we look at problems from a proactive perspective and continually improve proactive decision management as part of our digital transformation, which will enable our customers to benefit from the highest possible uptime of their equipment.

Müneccim: Using IoT technology, Müneccim can proactively detect the likelihood of equipment failure long before a failure occurs, whereby component problems are resolved early in the respective centers. Thus, the necessary precautions are taken even before serious malfunctions occur. This proactive business model reduces customer maintenance and repair costs and extends machine life.

Commodore: We process the tens of thousands of IoT signals regularly received from equipment daily, detect possible instant equipment failures based on rules, and inform our customers of the need for technical intervention through Boom360 and our service engineers.

PSE (Priority Service Events): PSE is a lead created by algorithms developed by Cat that predicts a possible failure of equipment within a certain period. This prediction can apply to any machine component and provides an opportunity to take preventive action to prevent a malfunction.

IMC: is a management team that studies and validates data from proactive sources of sensations and opportunities, providing timely and accurate information to sales teams.

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