Bobcat Revamps its Aftermarket Parts, Service and Labor Info System

Manufacturer taps provider Enigma for app to go live in 800 dealerships; expected to increase maintenance efficiency, customer service

Manufacturer taps provider Enigma for app to go live in 800 dealerships; expected to increase maintenance efficiency, customer service

Burlington, MA — September 14, 2005 — The Bobcat Co., a business unit of Ingersoll-Rand and the leading designer and manufacturer of compact equipment, has rolled out a global parts, service and labor information system built upon the Enigma 3C Platform. The new application is called Bobcat Aftermarket Support System II (BASS II) and is being introduced at 800 dealer locations globally.

Bobcat dealer service technicians now use Enigma's integrated Web-based application to get immediate access to service, parts and labor information on all models of Bobcat compact equipment. The solution is driven by serial number, model name or part number to provide maintenance personnel with relevant information for the specific equipment being serviced. Furthermore, BASS II can be integrated directly to dealer management systems, streamlining the dealer's parts management and procurement processes.

By deploying Enigma's 3C Platform, Bobcat is providing its dealers with Web and DVD access to product information covering 172 illustrated parts catalogs, 197 installation instructions, 15 service manuals and more than 125,000 part numbers. BASS II has an online shopping cart that is integrated with the parts catalog, helping Bobcat to increase parts sales and reduce misordered parts, which improve both aftermarket revenue and profits.

Using the sign-on implementation, the Enigma-based solution allows dealers to navigate throughout the Bobcat Web site to order and track parts online. In addition, Enigma's incremental update functionality ensures that dealers receive critical service and maintenance revisions three to six months faster, which has reduced the number of customer service calls coming into Bobcat.

As the leading manufacturer of compact industrial, construction and agricultural equipment, we understand the importance of helping our dealers provide superior service and customer care, said Rich Goldsbury, vice president, Marketing Services, at Bobcat. The new Bobcat aftermarket solution, which was designed and built with the help of our dealers, ensures that Bobcat equipment is fixed right the first time so our customers can get back on the job. Enigma's 3C Platform is the heart of the system, ensuring that the dealer community is able to deliver a fast, accurate diagnosis and repair, and to offer the best on-the-spot price quotes on parts and labor. This type of customer service and efficiency is the hallmark of Bobcat, and Enigma's technology plays an important role in helping us exceed our customers' expectations.

Enigma's open platform and n-tier architecture allows Bobcat to redefine its process workflow, integrating the service and support organizations with the back-office systems of the home office and the dealerships.

In addition, Enigma's e-Note collaboration functionality enables Bobcat technicians to share their service experience and best practices across the dealer network, and to provide feedback that can be used in new product development. Enigma's intuitive workflow also reduces the amount of time Bobcat mechanics spend looking for the information required to complete a service job, further increasing maintenance productivity and first-time repair rates.