PALFINGER LIFETIME SERVICE: Service in the digital age
27 April 2019
LIFETIME SERVICE, a PALFINGER hallmark, combines powerful lifting solutions with comprehensive technical support that actively makes use of the opportunities offered by digitalisation. At bauma 2019, the latest innovations in the field of digitalisation and service will be presented under one roof – in the INNOVATION AREA. Visitors to the trade fair will be able to obtain information about the PALFINGER service competencies on an interactive service wall, and discover the latest digital tools such as Smart Eye, XR App and the Fleet & Operator Monitors.
Service at PALFINGER means more than technical support – it is one of the most important quality promises. As a premium manufacturer, reliability is a significant characteristic, while the specific relationships and needs of customers are of top priority for PALFINGER and its global network. PALFINGER service partners are continuously trained and evaluated so that premium service quality can be expected globally at all times.
By ensuring full availability of spare parts within 24 hours and with ongoing development of digital tools (Smart Eye, XR App etc.), PALFINGER is constantly working on making everyday working life easier for its customers.
PALFINGER service expertise is made up of four core areas:
the unique service network with over 5,000 service centres in more than 130 countries
the rapid availability of spare parts throughout a product's lifetime
the analogue and digital tools that make servicing and repair work easier and support the transfer of expertise at the same time
the service and repair contracts that offer customers full cost transparency with their customised service packages
Global service network – big tasks need strong partners
Globally, this translates to more than 5,000 service centres in 130 countries. For customers, this means always having a specialist contact nearby so that professional help is at hand quickly when issues or questions arise. That's what PALFINGER means by thinking globally, acting locally.
PALFINGER partner certification ensures a top-quality service level for customers anywhere in the world. PALFINGER University (PAL-U) offers all service technicians training in our full product range. Around 2,700 participants complete training courses every year.
Spare parts – full availability for a product's lifetime
PALFINGER service is known above all for its short response times in critical situations. A fast response from a service partner requires the efficient and uncomplicated provision of spare parts. Our partners keep many of these in stock, which enables them to respond instantly to our customers. Around 250,000 different parts are in circulation with PALFINGER and are shipped wherever they are needed as quickly as possible – to our general representatives and service partners. However, our partners also keep many spare parts in stock, which enables them to respond instantly to our customers.
Twenty thousand spare parts are shipped every day; this corresponds to 120,000 packages a year. With a delivery rate of 94.7% within 24 hours, PALFINGER is a shining example when it comes to speed and efficiency. To achieve this, a network of state-of-the-art logistics centres has been established. The largest of these has a partially automated warehousing system, logistics area of 13,600 m² and 35,900 storage spaces.
As a premium manufacturer, PALFINGER is in a position to enhance, refine and monitor its manufacturing processes at its in-house analysis centre. For our customers, this means high quality standards and a long product lifetime. PALFINGER spare parts are available throughout a product's life. This ensures problem-free operation of our machines for the long term.
PALFINGER utilises potential of digital tools for service operations
Innovative products make a significant contribution to the further development of PALFINGER's service operations. Digital solutions provide users with more comfort, more support, more efficiency and more safety in their everyday work.
The XR App combines 3D, augmented reality (AR) and virtual reality (VR) in a single app. Thanks to state-of-the-art technology, you can now experience the myriad benefits of PALFINGER products even more quickly and impressively on your smartphone or tablet: It provides 360° visualisations of products and detailed explanations of technical features and combines analogue and digital content at the same time. Scanning highlighted images in PALFINGER brochures will play the associated video material directly on your smartphone (e.g. selected operator manuals).
PALFINGER Connected keeps operators and fleet managers connected extremely effectively. The innovative Fleet and Operator Monitor telematics solutions provide customers with tailored, product-specific information, thus making their everyday work easier. They create transparency in relation to operating hours, service dates and due maintenance work. Any errors are displayed and can be handled quickly, which maximizes the uptime of the machines.
Smart Eye – remote assistance
With Smart Eye, PALFINGER has created a digital tool in the form of 'data glasses' that help service technicians with analysing errors and with the service process for PALFINGER products. With this, PALFINGER highlights its service expertise in a developing technical environment. In challenging situations, the remote solution with real-time connection is a safe and efficient service tool, as technicians still have their hands free to work while receiving audio and video support. The innovative support tool helps to diagnose faults more quickly and assists with any repairs, which maximises the uptime of PALFINGER products.
Service and repair contracts
With LIFETIME SERVICE, PALFINGER offers tailored service packages with complete cost transparency. Customers receive a projectable basis for costing and eliminate the risk of unexpected workshop costs. As a result, administrative processes are simplified and customers can focus on their core business. Service and repair contracts support PALFINGER's quality promise throughout the entire product lifecycle and therefore also retain resale value on the part of the premium products.
Source: PALFINGER AG