Bobcat Streamlines Service and Support for Dealer Network

Upgraded Enigma solution delivers integrated parts, service and labor information

Upgraded Enigma solution delivers integrated parts, service and labor information

Burlington, MA — May 10, 2004 — Bobcat Co., the leading designer and manufacturer of compact equipment, announced today that it is upgrading to the 3C V8 Platform from aftermarket service and support technology provider Enigma. Bobcat said it is using V8 to provide a complete solution for aftermarket service and support, including content, commerce and collaboration functionality, to its entire dealer network. By deploying the 3C V8 (version 8), Bobcat said it would have one fully integrated support chain solution, delivered via the Web and DVD, which will greatly increase productivity and quality for more than 500 dealers.

Bobcat is relying on Enigma's product encyclopedia to help dealers provide a higher level of customer service and to improve the efficiency of their parts and service departments.

Enigma 3C is integrating all aspects of Bobcat's parts and service aftermarket business into one solution, in order for Bobcat to maximize its worldwide market position. The solution's open platform is allowing Bobcat to redefine its process workflow, integrating the service and support organizations with back-office systems and ensuring constant access to product, service and repair information.

Enigma 3C will also provide Bobcat dealers with access to more than 10 gigabytes of product information, including 10 product families, 122 product models and 105 optional attachments.

With the standards-based, open architecture of Enigma 3C, dealers can link the Bobcat technical content with their own back-office and dealer management systems, according to the provider.

Additionally, Bobcat dealers will have the latest parts and service information, giving them additional cross-sell and up-sell opportunities with Enigma's part supersession and comprehensive labor pricing. Dealers will be able to offer on-the-spot labor quotes, providing customers with an accurate assessment of total repair costs and improving customer service, a hallmark of Bobcat's success.

"At Bobcat, our dealers are on the front line of customer service, and their success is directly related to Bobcat's success. Therefore, it is incredibly important for us to make it as easy as possible for the dealers to run an efficient and profitable business," said Rich Goldsbury, vice president, marketing services at Bobcat. "Enigma was the best solution available with a comprehensive suite of functionality aimed at driving service and support efficiency and reinforcing the relationship we have with our dealers. Enigma provides a complete aftermarket platform that will increase quality, productivity and profits in our aftermarket. Bobcat's dealer network will now be delivering faster and more efficient service, higher customer satisfaction and increased revenue."