of first-time fixes are missed because service teams do not have the correct technical information.
Aberdeen Group, Field Service 2011
Hitachi Europe wanted to provide technical information for their Air Conditioning and Refrigeration Group.
They chose Infomill’s PartsArena system to provide this through a website, which allows customers and engineers to access diagrams and manuals.
Screenshot of Hitachi Solution
Hitachi Europe had been using a joint paper-based and pdf-based solution for technical information. PartsArena allows end users and Hitachi’s own service engineers to quickly find the data they need. This is done via exploded parts diagrams, linked to relevant parts lists.
“As you would expect, we invest heavily in research and development to keep our products ahead of the competition,” says Hitachi’s European Operations Manager Thierry Bourret. “This system represents a major enhancement to our after-sales and support capabilities.”
Users are able to use the website in multiple languages. Navigation is designed to be fast and simple for inexperienced users and allow them to locate the replacement part they need, then place an order at the touch of a button.
By streamlining this process, parts ordering has not only become simpler for customers and engineers, but Hitachi Air Conditioning has seen service efficiencies as well. Less time is spent answering end user enquiries and first-time fixes have increased.