Customer Service Agreements Maximize Uptime and Help Customers Reach Next-Level Availability

FOR DECADES, CATERPILLAR CUSTOMERS HAVE RELIED ON CUSTOMER SERVICE AGREEMENTS (CSAs)

CSAs are longer-term agreements between end users and Cat® dealers to provide parts and services. Those services can be customized to whatever budget the customer has and whatever type of work is needed, from general oil changes to complete overhauls over a specified period of time.

“These agreements are truly about bringing value to the customer. While there is no doubt that service is at the heart of this, we are providing an overall partnership for a positive customer experience,” said Brian Snyder, Sales Manager for Cat brand aftermarket parts. “We’re maximizing that experience, because our Cat dealers are already working on the engine, and they have the expertise to help the customer with the overall envelope of their original equipment manufacturer (OEM) machine.”

Often, a CSA is deemed so successful, the customer will choose to renew it – and even agree to expand the scope of it. “Two to three months before a CSA expires, the Cat dealer and the customer will have a conversation about it,” Snyder said. “They may decide to increase the CSA scope of work because the customer recognized the benefit of partnering with the Cat dealer.”

A CSA IS CRITICAL FOR ANY ESSENTIAL ENGINE APPLICATION

“Maybe it’s a chipper shredder that a municipality only uses when a storm rolls in, or it could be a rock crusher that’s crushing 20 hours a day, and the only time they have downtime is during shift changes and general maintenance schedules,” Snyder said. “So by understanding the customer applications, load factors and operational expectations, the Cat dealer can customize services and contribute to the customer’s success.”

CSAs are focused on maximizing uptime, reducing ownership costs and increasing productivity by preventing unscheduled maintenance caused by premature component failure or wear out. A high-quality service agreement will authorize the Cat dealer to provide services such as inspections, maintenance steps and proactive repair work.

Customers covered by CSAs also do not need to worry about disposing of used oil and filters or analyzing scheduled oil samples (SOS). The Cat dealer does all of that work for them and disposes of the used materials in an environmentally friendly way. All the customer has to worry about is scheduling the work – and the Cat dealer can use Cat Connect technology to notify the customer when it is time for maintenance.

Predictive analysis is an additional service to consider including in a CSA. Using tools such as Cat Electronic Technician, factory training and SOS analysis, the Cat dealer can make sure there are no critical signs or events looming.

“Overall, the value of a CSA comes down to the fact that partnering with a Cat dealer for scheduled maintenance reduces unscheduled downtime,” Snyder said. “A customer’s profitability is better protected. That’s the ultimate advantage of having a CSA in place.”