Sandvik – a global engineering company providing mining equipment and supporting technologies – is giving employees in the field actionable dashboards for concise insights and opportunities to enhance customer service visits. With the new Fleet Analytics application, users can flag machinery that needs maintenance or replacement, track parts and boost sales of related solutions. Looking ahead, this solution paves the way for unlocking predictive and prescriptive analytics.

To help its customers get the best value from its machines, Sandvik wanted to support flawless operations, starting with maintenance planning and parts supply. Direct insights for commercial sales and service would save them time and help them strategize what to offer in different use cases and at each phase in the equipment lifecycle. Ultimately, more proactive, timely and efficient service would support frontline employees in delivering better customer experiences.

After creating an application using Microsoft Power BI, Sandvik sought visual and data-based enhancements that would provide commercial users with actionable dashboards that increase their effectiveness and optimize their workflows to enhance customer relationships over the equipment lifecycle.

The Avanade X team offered an opportunity to reimagine the field sales app to enhance new experiences. Focusing on commercial sales and service, we conducted user interviews to understand the pain points and needs per user persona, then validated our findings in workshops. Together with Sandvik, we designed a solution that:

• Supports increased sales
• Creates data-based recommendations for redefined personas to increase customer satisfaction
• Helps employees do their day-to-day jobs more effectively
• Gives managers at-a-glance visibility into field sales and service activity

Employees now find it easier to get the information they need using the new application. With one of two clicks, they have insights to:

• Drive relevant, timely customer interactions with flags on machinery that needs parts, servicing or replacement based on hours of activity.
• Grow product and services sales based on customer operations information.
• Track parts per job for replenishment on service vehicles at customer sites and in Sandvik inventory.
• Enhance the value of equipment maintenance licenses/service agreements.

The solution has provided Sandvik with a roadmap to move toward predictive and prescriptive analytics in the future.

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