Komatsu puts customers first

Komatsu Australia’s recently opened INSITE Fleet Management Centre – centrally located within its new headquarters – has been designed to squarely put the focus on customers as the company’s first priority in the 21st century.

The INSITE centre incorporates 10 monitors that show constantly updated data covering key machine, fleet, production and industry parameters across all Komatsu mining, construction and utility machines operating throughout Australia, New Zealand and New Caledonia.

It allows the company to harness the latest ICT (information communications technology) to derive maximum customer benefits.

The range of displays within the Centre run the gamut from “big picture” global and economy-wide data (such as stocks and share prices, commodity prices and production trends), through to utilisation levels across industry sectors (for example, coal mining or iron ore), then drilling right down to individual machine data and potential component issues.

According to Todd Connolly, Komatsu Australia’s head of fleet management & ICT, the decision to locate the INSITE Fleet Management Centre prominently within Komatsu’s HQ was a strategic decision.

“Our aim was to highlight to each and every Komatsu employee the importance of this primary focus on customers, their operations, and their needs – and using our advanced ICT knowledge and expertise to achieve this.

“What we are doing from our INSITE Centre is front and centre of what we do as a company; it gives us a suite of products across telematics, machine monitoring, machine health, fleet management, service and support,” says Connolly.

“And by having this facility located right in the heart of our headquarters, we are really sending the message out to everyone at Komatsu about how important this whole process is to the company.”

He says Komatsu’s systems and technology allowed the INSITE Centre team to pull in data from a wide range of sources, including its various telemetry, machine health and service monitoring systems, and present them in one place.

However, the INSITE Centre is far more than just a bank of screens; in front of the screens sits Komatsu’s team responsible for running the KOMTRAX and KOMTRAX Plus remote monitoring systems throughout the region.

The decision to give such high prominence and visibility to the company’s ICT operations – including its KOMTRAX remote monitoring offerings – was driven by Sean Taylor, Komatsu Australia’s managing director and CEO.

“Rather than have this team working away in a back office, we deliberately chose to have them working at the forefront of our business,” said Taylor.

“We want everyone within Komatsu to be aware of what a critical and important role they all play in supporting our customers, and how our customers contribute to the long-term success of our business.”

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