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“Enigma was the best solution available with a comprehensive suite of functionality aimed at driving service and support efficiency and reinforcing the relationship we have with our dealers. Enigma delivers more than just an electronic parts catalog (EPC) or service manual. Enigma provides a complete aftermarket platform that will increase quality, productivity and profits in our aftermarket.”
Rich Goldsbury, VP Marketing Services, Bobcat
InService EPC and Enigma 3C provide an in-house environment to produce, deploy and dynamically update service and maintenance information including technical manuals, service bulletins, illustrated parts catalogs and installation updates. Information, regardless of where it is located or how it was authored, is integrated, intelligently linked and delivered as a single application over the web or on cd/dvd-rom to a dealer network.
Enigma's open platform allows manufacturers to redefine their process workflow, seamlessly integrating the service and support organizations with back-office systems to instantly deliver vital information to the entire dealer network and ensuring constant access to the most up-to-date product, service and repair information. Using sophisticated tools, mechanics can easily search and filter volumes - potentially gigabytes - of service and parts information by equipment type, serial number, model, attribute, part numbers or by any number of other criteria.\
With the standards-based, open architecture of Enigma's parts & service information solutions, dealers are able to tie this maintenance application into their own dealer management system to streamline parts ordering, inventory and other financial processes. Integration with existing order management systems enables replenishment directly from the OEM.
The solution's dynamic update functionality ensures that mechanics and technicians are always working with the latest maintenance and parts information, even in remote environments.
Manufacturers also can provide real-time product pricing and inventory information, product-specific information on length of warranty, real-time authorization to return parts and online warranty registration.
Dealers are also able to provide customers with accurate and itemized quotes for parts and services based on updated pricing, standardized labor rates and parts supersession.
Collaboration technology allows dealers to collect and share feedback with other dealers and with the OEM, which ensures continuous improvement to new product development and technical support information. The collaboration functionality also enables mechanics to bookmark and dynamically modify OEM-supplied product support content with their own best practices to be shared with other mechanics. Parts modifications carry over into all relevant service and assembly instructions.
Benefits
- Produces service and parts information, and distributes it to a dealer network at a fraction of the time and cost it takes to compose, print and send paper manuals or even static, electronic documents.
- Ties an illustrated parts catalog with relevant service information, delivering and dynamically updating an integrated service and parts application.
- Reduces the inefficiencies associated with in-house production
- Allows mechanics access to manufacturer part data and to quickly and easily order parts directly from the OEM
- Simplifies the procurement process and eliminates a number of possible human errors.
- Saves time for the mechanics—enabling them to service equipment more quickly, increase first-time fix rates and return it to the customer in a timely manner, thus building customer satisfaction and loyalty
- Improves maintenance productivity, thereby increasing dealers' profits from their service business
- Eliminates the need for an outsourced provider
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