Ingersoll-Rand Automating Aftermarket Service and Support

Adopting Enigma solution in three divisions to deliver up-to-date service and parts information to dealer network

Adopting Enigma solution in three divisions to deliver up-to-date service and parts information to dealer network

Burlington, MA — November 10, 2003 — Three of the infrastructure businesses of Ingersoll-Rand Company have implemented a service support solution from Enigma to provide complete aftermarket service and support information to an international dealer network.

Under the multi-year agreement, Ingersoll-Rand's Road Development, Drilling Solutions and Portable Power divisions have deployed Enigma's 3C solution to deliver critical maintenance, repair and spare parts information.

Enigma says the 3C Platform enables Ingersoll-Rand to deliver and dynamically update more than four gigabytes of data, including hundreds of different manuals and parts catalogs and thousands of ancillary documents, such as service bulletins and installation updates, via one integrated, Web-based application.

Accessed via the Web, CD-ROM or paper, this solution tightens the company's link to its dealers by putting critical information into the hands of support technicians at the moment they need it, empowering them to solve customer problems quickly and efficiently and enabling them to increase service and parts revenue, Enigma says.

"Ingersoll-Rand has always been a company that thrives on innovation and finding a better way to do business," said John Stout, vice president of information technology at Ingersoll-Rand. "Because of the importance IR places on aftermarket sales, service and support efforts, we had been looking for a comprehensive solution that would help our dealers improve this critical part of the business and also integrate directly with our existing business infrastructure. Enigma 3C meets all of our needs with a standard, off-the-shelf solution."

Enigma's 3C platform enables these Ingersoll-Rand divisions to have a single content repository that supports multiple delivery environments and offers the potential for real-time information on product pricing and inventory. Enigma says that 3C's dynamic update functionality ensures that mechanics and technicians are always working with the latest maintenance and parts information, even in remote environments.

In addition, the solution provider says that the software's embedded collaboration technology allows dealers to collect and share feedback with other dealers and with Ingersoll-Rand, helping to ensure continuous improvement to product information and best practices and enabling better decision making in the field, fewer calls to customer support and increased efficiency in the process.