Smart Services goes well beyond the traditional product offering and associated services. It’s about gathering relevant information and using this information to deliver enhanced Smart Services that are pre-emptive and predictive that ultimately maximize our customers’ assets by providing better machine availability, utilization, minimal downtime and reduced costs.
As the world’s leading OEM of underground mining equipment, Joy has an intimate knowledge and history of each customer’s fleet of machinery, the next level would be to share this individual and collective intellectual capital with our customers and the industry at large for the betterment of machine, production and mining in general.”
Joy will be able to offer its customers a comprehensive range of smart solutions, including productivity consulting and Reliability Center Maintenance based on real-time machine information.
Joy’s Customer Care Center will combine existing and new services holistically under one roof in a modern, aesthetically pleasing and technology-enabled environment that is close to the coal mining community. Joy Smart Services hosted at the new center will include Joy Machine Monitoring and Reporting in a dedicated Machine Monitoring and Support Center, Field Engineering, Customer Training, Condition Monitoring including an oil laboratory, Productivity Consulting, as well as Life Cycle Management Contracts supported by CEP spares holding in a CEP Warehouse.
This state-of-the-art Support Center (integrating the Call Center) will link directly via satellite, radio frequency or landline with the customer. Customers will be able to contact operators directly, who have their order history at hand, have parts availability visible for dispatch, have the facility to dispatch Joy service engineers, as well as on-line parts books for machine enquiries.