Caterpillar raises the bar in service efficiency with the Cat Services Commitment and Cat Central app. These innovations integrate digital solutions for real-time connectivity, ensuring faster service and maximum up time while strengthening long-term customer relationships.

How do CAT Services and the CAT Central app enhance customer service efficiency and uptime, and what impact do you expect from their integration in real-time service delivery?
Mr. Mani Rajan: At bauma CONEXPO 2024, we have introduced two customer-focused solutions. First is the Cat® CVA Services Commitment, which ensures that our products meet the highest standards in service and time. 

It is a set of service and parts guarantees focused on the responsiveness of Cat dealers in terms of service response times and parts availability. Cat CVA Services Commitment is offered through a Cat CVA. It provides:

• Service response guarantee: a Cat dealer technician will be on site within agreed timelines of logging your service request
• Parts availability guarantee: maintenance parts delivered as soon as next business day
• Parts availability guarantee: repair parts delivered as soon as second business day

If the service response guarantee is not met, customers will receive complimentary service-related benefits. If the maintenance and/or repair parts availability guarantees are not met, customers will receive a parts credit per the CVA.

Both Indian dealers, Gainwell and GMMCO, will be offering the CVA Services Commitment. Customers can contact their local Cat dealer to take out a CVA, providing security and peace of mind through hassle-free maintenance and ownership plans. 

Another exciting launch at the Caterpillar’s Services display is the Cat Central App, enabling customers to order Genuine Cat parts at any time, and from anywhere. Cat Central also provides a range of additional benefits, such as personalised features to find the right parts quickly, free in-app manuals, and more.  

Ms. Meena Chaturvedi: Caterpillar produces world-class products. As dealers, we don’t just sell equipment or supply parts; we work closely with our customers to understand their project requirements. We go beyond being mere suppliers; we are their partners in growth, advising them at every stage of their projects. We provide equipment rentals, buy-back options, and trade-in services. Through Cat Finance, we offer financial solutions that help customers optimise project performance, reduce costs, and increase profitability. 

Cat Financial can support customers in making the best choice to support their business, whether it be for new or used Cat machines or for repair/rebuild options to keep their current machines operational. Customers are increasingly turning to Cat Financial for financing solutions due to our unique value propositions:

• Financing Solutions Throughout Product Lifecycle: We offer comprehensive financing support throughout the equipment lifecycle, including parts financing, rebuild financing, and machine financing bundled with Customer Value Agreements (CVAs).
• Equipment Protection Plans: We finance Equipment Protection Plans (EPP), which provide coverage beyond the standard machine warranty for parts and labour protecting new, used, or rebuilt machines from defects and unplanned repair costs.
• Technology to help Customers Manage their Fleet Seamlessly: The MyCatFinancial app and online tools from Cat Financial help you manage your Cat Financial accounts and contracts

Mr. Chandrashekar V: Customer Value Agreements’ (CVAs) are to provide hassle-free service to customers at any point in the machine lifecycle to help maximise machine performance and utilisation. A CVA includes dealer technician support using genuine Cat parts for certain planned maintenance and fluid health management to help identify issues before they cause unexpected downtime. 

This comprehensive approach helps us build long-term relationships with our customers. Many customers who buy CVA once continue to do so because they realise the value it brings to their business and the customised solutions it offers.

Could you elaborate on how you help customers manage the lifecycle of their project?
Ms. Meena Chaturvedi: Equipment requirements are usually minimal when a project begins. As the project progresses, equipment needs to increase, reaching a peak before eventually tapering off. We advise customers to purchase only their base requirements initially. For the remaining equipment needs, we offer rental services. Once the project is completed, we provide options to buy back the equipment, and if necessary, we can rebuild and refurbish the machines for future projects.

When customers buy equipment, the assets are connected through our digital solutions, allowing them to monitor machine performance, productivity, fuel consumption, and more. This enables them to estimate project costs more accurately and get the most value from their investment. Our relationship with customers is based on providing complete, end-to-end solutions.

Mr. Chandrashekar V: We believe in delivering more than just equipment—we deliver solutions that redefine customer value and drive success at every step of their journey. The launch of the Services Commitment Program in India reflects our forward-thinking approach to empowering customers with seamless ownership experiences. This initiative, integrated into our Customer Value Agreements, underscores our focus on providing innovative, end-to-end solutions that optimise efficiency, enhance productivity, and unlock new possibilities for our customers’ growth.

What are your data-driven solutions?
Mr. Mani Rajan:. Caterpillar currently has 1.5 million connected assets globally, and each customer has unique needs based on the size and nature of their operations. A one-size-fits-all approach doesn’t work here, so we tailor our solutions to fit the specific requirements of each customer segment—whether they’re small, medium, or large. For instance, we launched a program called Customised Value Agreements (CVA), where we commit to customers that if they report an issue, we will respond within 8 hours and resolve it within 48 hours. This is possible because of the vast amount of data we collect, which helps us monitor equipment performance in real-time. 

Customers are now availing solutions like Cat Productivity and VisionLink to help increase uptime and maximise profitability. VisionLink connects customers with a comprehensive overview of their entire fleet to optimise equipment performance and gives the customers confidence in their operation and access to actionable information. Cat Productivity, a cloud-based productivity management tool, helps to deliver real benefits for customers such as fuel reduction, cost reduction, improved productivity, optimised efficiency, improved utilisation, and payload reporting. The improved analytical and service capabilities such as telematics, inspections, and SOS services, as well as eCommerce platforms like Parts.Cat.Com, and other dealer-specific mobile applications, are making it easy for our customers to own, operate, and maintain the equipment at the click of a button.

All these features represent our commitment to leveraging technology and innovation to improve the sustainability of products, services, and solutions for our customers. Every product and service get one step closer to fulfilling the purpose to help customers build a better, more sustainable world.

So, how does this data-driven approach translate into practical results for your customers? Can you give us an example?
Ms. Meena Chaturvedi: For instance, when customers buy equipment, their primary concern is maximising machine availability at the project site. To ensure this, we conduct regular technical audits. There are two stages to this audit. First, we inspect the machines and conduct more detailed tests during the second stage. Additionally, we perform what’s known as Scheduled Oil Sampling (SOS), which is like a blood test for the equipment. We collect samples of engine oil, hydraulic oil, gear oil, and so on and have them tested by specialists in our labs.

By analysing these samples and taking preventive action, we can predict any issues. This data gets fed into CAT Foresight, where our condition monitoring analysts review the information and alert the customer about potential issues. This helps us practice ‘repair before failure, ensuring maximum uptime and utilisation of the equipment. The entire process is based on data-driven insights, which allow us to offer proactive maintenance and support.

How do you manage the differences in customer behaviour, especially between global markets and the Indian market?
Mr. Chandrashekar V: Customer behaviour does vary between regions, but we’ve developed strategies to address these differences. For example, training is a critical component of our approach. Caterpillar has global training centres where we train our trainers on machine systems, solutions, and best practices. These trainers return to our dealerships and pass their knowledge to our local teams, operators, and service technicians.

In India, we’ve established skill centres and training programs that focus on enhancing the capabilities of our operators. This training ensures that operators are well-equipped to handle the machinery, which, in turn, ensures that our customers get the best performance from their equipment. We don’t just make smarter machines but also ensure that the people operating them are well-trained and capable.

What’s next for Caterpillar and dealers regarding innovation and customer service? 
Ms. Meena Chaturvedi: Moving forward, we will focus on further integrating digital solutions into our service offerings. We’re already collecting vast amounts of data from our connected

assets, but we want to make it even easier for customers to access and act on that information. We aim to offer more predictive services that help customers avoid downtime altogether.

Mr. Chandrashekar V: Innovation is at the heart of everything we do. We’re constantly looking for ways to improve our products and services, whether through digital tools, more efficient machinery, or enhanced customer support. We aim to stay ahead of the curve and continue providing the best solutions to our customers.

For more information, visit: https://www.caterpillar.com/