Connected Diagnostics Receives Top Customer Service Honor
Cummins’ Connected Diagnostics™, a telematics feature enabling the company to communicate with its engines to recommend actions when a system fault occurs, has received a major customer service award.
Frost & Sullivan, a global research and consulting firm, has awarded Cummins and Connected Diagnostics its prestigious 2017 North American Customer Value Leadership Award for “exceptional customer service.”
“Frost & Sullivan has found that Cummins' top-class customer service has also boosted its engine sales, with some fleet operators delaying truck purchases to wait for the availability of Cummins engines with connected features," said Gokulnath Raghavan, senior research analyst at the firm.
"Fleets measure the effectiveness of a telematics service by its direct impact on TCO (total cost of ownership) through reduction in downtime or fuel consumption,” Raghavan added. “Cummins Connected products deliver on both fronts."
The moment an engine system fault occurs, Connected Diagnostics instantly transmits key engine system and GPS data through a telematics connection. The system immediately applies Cummins' analytics to transform the data into actionable information.
A diagnosis of the fault and clear recommendations regarding the continued vehicle operation are sent instantly to the operator or fleet manager, helping them avoid costly downtime. The unique information sent by Connected Diagnostics is much more valuable than a simple lamp on the dash and more complete than raw data pulled from the electronic engine system.
Connected Diagnostics separates the primary fault from merely symptomatic faults and provides root cause information utilizing Cummins' diagnostic expertise and service experience based on information from over 2 million service events.
Connected Diagnostics is part of a suite of products Cummins offers through the use of telematics. Connected Advisor™, a service enabled by Connected Diagnostics, helps fleet managers and operators prioritize recommendations to determine whether something requires immediate attention or can be scheduled a few days out. Connected Software Updates™ delivers secure software updates for engine calibrations over-the-air, without a trip to the repair shop.
Frost & Sullivan highlighted one Cummins on-highway customer who measures fleet health by the number of trucks out of service each day. After using Connected Advisor on a pilot basis, fleet health improved 15 percent. In another pilot, Frost & Sullivan said Cummins Advisor helped a customer’s fleet health score improve by more than 50 percent.
“In the fast-paced, cost-conscious trucking industry, downtime means dollars lost,” Frost & Sullivan said. “Fleets aspire to zero breakdowns and minimal downtime, with maintenance schedules that are as fast and infrequent as possible. Frost & Sullivan industry research found that Cummins Connected products makes operations management easy for customers.”
Connected Diagnostics has grown quickly since its introduction in 2014. Today there are more than 120,000 engines enabled with the feature in North America.
“Connected Diagnostics was ranked in the ‘excellent’ category of the Decision Support Scorecard by Frost & Sullivan in comparison to other competing solutions,” said Frank Friesacher, Executive Director of Product Commercialization – Digital Solutions at Cummins. “A hearty congratulations to all who made this possible.”