Tokyo, April 1, 2024 – Kobelco Construction Machinery Co., Ltd. (or KCM), headquartered in Tokyo, will establish the After Sales Division, an organization under the direct control of its president, for the purpose of strengthening its stock business, focusing on the enhancement of after-sales maintenance, repair, and parts sale both in and outside Japan.
In terms of the market environment surrounding our business, there has been a concern over a service personnel shortage due to the declining working population and the changes in work arrangements in advanced countries, and the replacement cycles of new machines are getting longer due to their performance improvement. Against the background of these factors, KCM has recognized the increasing need for enhancing its after-sales services and responding swiftly.
To address these challenges, KCM has decided to establish the After Sales Division, with its highest priority on providing a reliable and safe user experience for all customers who purchase new machines.
Concretely speaking, these strategies include the use of DX technology for providing enhanced preventive maintenance against failure, the homogenization of service quality for swiftly responding to failure, the establishment of a logistics system for preventing parts from going out of stock, the promotion of the development of as well as the provision of strategic parts, and the expansion of the lineup of recycled parts. KCM is committed to establishing a service framework for the further improvement of customer satisfaction by maximizing machinery performance, by helping customers carry out projects without any on-site operational disruptions, and by implementing other measures through the aforementioned strategies.
Furthermore, KCM will continue to improve its support for machines that are in service by promoting the incorporation of DX technology in all processes, including new machine purchase, after-sales service, replacement with new machines, and resale of used machines, and thereby further increasing touchpoints with its customers.
Under the next medium-term management plan that will go into effect from fiscal year 2024, the KCM group will take on the challenges required to move up to a new level while abiding by its “user hands-on approach” and do this by centering around three strategic pillars: stock business, sale of new machines, and a solution business supported by advanced technologies utilizing IoT.
*The information contained herein is as of the date this announcement was made and it may be changed without prior notice.
Content retrieved from: https://www.kobelcocm-global.com/news/2024/240305_1.html.
