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Combilift increases equipment uptime and customer service with AI-driven part recommendations

September 13, 2022

As the world’s largest manufacturer in multidirectional forklifts, Combilift has 60,000 unique trucks in operation to meet each client’s industry-specific needs. Such a diverse set of trucks to manage across industries creates servicing complexities. This dynamic requires expertise to accurately quote the right set of parts to ensure a first-time fix.

When the right set of parts are not quoted for a service job, there can a situation where the service engineer cannot complete the job the first time around.  Instead, the engineer must stop work, research and secure the right parts, and then return to the customer complete the service.  The delay in completion increases the cost of the service, to the dealer and the customer, because the machine in service is still non-operational.

Combilift seized the opportunity to leverage Infor Coleman AI, an integrated Platform Technology service with Infor CloudSuite Industrial, to generate the right set of parts for service quotes.  Taking three years of historical data to train Coleman AI,  more accurate part recommendations are generated instantaneously when quoting parts. Coleman AI not only improves the efficiency and accuracy of recommending the right set of parts, but also ensures first-time fix.

Kenny Gilmore, Global Parts Manager at Combilift says, “I personally have used the product recommender and it works very well. There have been situations where a customer has requested a component and I have personally serviced the request. I have been here for almost 15 years quoting parts and I can see that my experience and Coleman AI are in sync.”

In under 60 days, Coleman AI part recommendations were delivered directly within the Infor CloudSuite Parts Estimator screen of Infor CloudSuite Industrial. This is where the Parts department spends most of its day, so having these recommendations available directly within the business application generates faster, more accurate quotes with the following results:

  • 30% increase in first-time fix
  • 30% faster completion of service jobs
  • 30% increase in revenue per transaction
  • 40% reduction in service job costs
  • 75% faster to determine related parts (from 20 minutes to 5 minutes)
  • Improved customer satisfaction and referrals due to less equipment downtime
  • Improved efficiency with less time training new hires

With Coleman AI, employees are more productive and contribute to better outcomes, especially with new hires. “With new hires and less experienced staff in the Parts department, we knew that there were missed revenue opportunities because of inaccurate quoting. For example, if someone wants a water pump, a trained employee knows to add a gasket. But a new hire would not, leaving the customer to go to another vendor to purchase a gasket. We are excited about Product Recommender getting smarter and smarter so we can bring in more revenue while keeping our customers happy with a first-time fix,” Kenny explained.

Infor’s platform technology is foundational to Infor CloudSuite Industrial to extend the ERP with integrated services such as AI, data lake, and analytics and many more such as Infor Homepages. In addition to leveraging Coleman AI to make processes more efficient and accurate for the Parts Department,  Infor Homepage services are used to deliver more efficiency and accuracy to the Production department responsible for production KPIs.

Infor Homepages provides a framework for the creation of pages and widgets that are highly flexible and configurable, critical to gaining a quick and personalized view of information from the mega ERP CloudSuite Industrial.  As soon a production manager logs into CloudSuite Industrial at the start of day, a personalized homepage presents real-time production KPIs to help better plan the day and support more accurate decisions to improve production performance.

Previously, the Production department received daily production KPIs generated in excel to monitor and make decisions for the day. If real-time information were needed to pay close attention to an issue, production managers had to physically walk to the shopfloor to obtain updates, taking up to 30 minutes per day. In fact, Combilift is continuing to build out Homepages across each line of business, transforming the mega ERP CloudSuite Industrial into a more productive and user-friendly experience.

In under 30 days, personalized Homepages were available to provide real-time production KPI visibility with the following results:

  • Shifting from daily KPIs to real-time KPIs refreshed every 15 minutes allows for better decision making to improve production performance
  • Saving 75 minutes per day to manually prepare daily snapshot of production KPIs  
  • Saving 30 minutes per day by removing the need to walk the shopfloor to get KPI status
  • Employees are happier with on-demand access to information, safely at their desk

Learn more about Infor Platform Technology

Infor Coleman AI is part of the Infor technology platform. If you would like to learn more about how Coleman can benefit your business and the industry specific machine learning models Infor can deploy don’t hesitate to contact us.


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