Caterpillar joins hands with its agents, and a century of service plays a "new melody"

In September 2022, Caterpillar and its agent Finning signed an agreement with global mining giant BHP Billiton: over the next ten years, BHP Billiton will replace all of its more than 160 current mining trucks at the world's largest copper mine in Chile with Cat® 798 AC electric drive driverless mining trucks. Fenning will provide professional technical support and services to customers to ensure that the new fleet achieves significant improvements in decarbonization, driverless technology, safety, and efficiency.

This is a classic case of Caterpillar and its agents working together to serve customers. In the low-carbon era, this powerful alliance has played a "new melody" of sustainability and digitalization in the customer service field of the industry.

Anchor sustainability

In the 1990s, Caterpillar introduced the agent system to China, providing customers with value services covering the entire life cycle of equipment.

In recent years, service has become the top priority in Caterpillar's corporate strategy. In the middle of 2022, the company listed sustainability as a strategic focus area. The series of services that Caterpillar has successively launched in China also reflect its commitment to sustainability, helping customers address climate and environment-related goals and realize the value of their equipment throughout its entire life cycle.

With the upgrade of national emission standards for non-road mobile machinery, Caterpillar, in collaboration with its agents, has launched the Cat New Power Upgrade solution to assist customers in upgrading the power systems of their equipment to a state comparable to that of new machines. Mr. Wang, a customer from Anhui Province, owns two Cat 320D excavators that have been in service for over ten years. After the new power upgrade, not only does the engine meet the new emission standards, endowing the equipment with power performance comparable to that of the new machine, but also the cost of engine oil has been reduced by up to 20% compared to before.

Carter agents have also launched a complete refurbishment service for Cat equipment. After refurbishment, the systems and components of the customer's equipment can reach or approach the condition of a new machine, thereby extending the service life of the equipment.

In addition, the use of remanufactured products in equipment maintenance and repair is also a good practice of the circular economy. Customers purchase and use remanufactured parts through Carter agents. Under the premise of ensuring performance, this not only significantly saves costs but also helps minimize the raw materials, energy and water required in the manufacturing process of new parts to the greatest extent. These services not only protect customers' existing investments but also save resources, which can be described as achieving multiple benefits at once.

Digital empowerment

By the end of 2021, over 1.2 million Cat devices worldwide had been interconnected, and now almost all new devices come with built-in interconnection capabilities. With the customer's consent, Caterpillar can interpret the equipment information through advanced analytical tools and tailor equipment maintenance forecasts for the customer.

To better serve customers through digital management methods, four agents in China have established analysis platforms and command centers. After receiving the equipment information, the agent will confirm it based on the actual situation of the customer's equipment, help the customer arrange maintenance and repair plans, or promptly identify potential risks and dispatch personnel to the customer's location in a targeted manner to provide services.

Facing Cat devices spread all over the country, digital empowerment has helped Chinese agents significantly improve service quality and efficiency, winning valuable operational time for customers and enhancing operational efficiency.

In addition, Caterpillar is also using big data to create value for global customers. Cat Inspect is a user-friendly and widely popular application designed for both connected and unconnected devices. As of February 2022, global agents and customers have completed 6 million equipment inspections through this application, and the usage rate is still increasing. By using the data provided by the application, agents can more conveniently know the components and services that customers need.

Join hands to meticulously cultivate services

Caterpillar believes that working together with its agents to continuously upgrade traditional product support into high-value-added services will help customers achieve long-term success. To enhance diversified services, on the one hand, it is inseparable from the professional services provided by agents; on the other hand, it also benefits from Caterpillar's empowerment of agents.

In terms of team building

Caterpillar offers a variety of training programs for its agents, such as "Service Master", to help sales personnel understand product features and customer needs, and also to assist engineers in enhancing their technical proficiency.

In terms of hardware

Caterpillar regularly rates the workshops and facilities of its agents, helps formulate reasonable development plans, and gradually improves the hardware level year by year. A variety of training programs, such as equipment maintenance, workshop pollution control, and component overhaul capability assessment, enable agents to better provide customers with services like complete machine refurbishment, component overhaul, and new power upgrade.

Caterpillar has maintained a long-term and good cooperative relationship with its agents. Together, they have witnessed the development of China's economy and the changes in the global industry layout. The cooperative relationship has grown stronger over time. This has become an important part of the well-known "Caterpillar Way" in the industry. Against the backdrop of energy transition and digital transformation, Caterpillar and its agents keep pace with The Times and join hands to provide high-value services to customers, which will also become another brand-new footnote to the "Caterpillar Way".

In September 2022, Caterpillar and its agent Finning signed an agreement with global mining giant BHP Billiton: over the next ten years, BHP Billiton will replace all of its more than 160 current mining trucks at the world's largest copper mine in Chile with Cat® 798 AC electric drive driverless mining trucks. Fenning will provide professional technical support and services to customers to ensure that the new fleet achieves significant improvements in decarbonization, driverless technology, safety, and efficiency.

This is a classic case of Caterpillar and its agents working together to serve customers. In the low-carbon era, this powerful alliance has played a "new melody" of sustainability and digitalization in the customer service field of the industry.

Anchor sustainability

In the 1990s, Caterpillar introduced the agent system to China, providing customers with value services covering the entire life cycle of equipment.

In recent years, service has become the top priority in Caterpillar's corporate strategy. In the middle of 2022, the company listed sustainability as a strategic focus area. The series of services that Caterpillar has successively launched in China also reflect its commitment to sustainability, helping customers address climate and environment-related goals and realize the value of their equipment throughout its entire life cycle.

With the upgrade of national emission standards for non-road mobile machinery, Caterpillar, in collaboration with its agents, has launched the Cat New Power Upgrade solution to assist customers in upgrading the power systems of their equipment to a state comparable to that of new machines. Mr. Wang, a customer from Anhui Province, owns two Cat 320D excavators that have been in service for over ten years. After the new power upgrade, not only does the engine meet the new emission standards, endowing the equipment with power performance comparable to that of the new machine, but also the cost of engine oil has been reduced by up to 20% compared to before.

Carter agents have also launched a complete refurbishment service for Cat equipment. After refurbishment, the systems and components of the customer's equipment can reach or approach the condition of a new machine, thereby extending the service life of the equipment.

In addition, the use of remanufactured products in equipment maintenance and repair is also a good practice of the circular economy. Customers purchase and use remanufactured parts through Carter agents. Under the premise of ensuring performance, this not only significantly saves costs but also helps minimize the raw materials, energy and water required in the manufacturing process of new parts to the greatest extent. These services not only protect customers' existing investments but also save resources, which can be described as achieving multiple benefits at once.

Digital empowerment

By the end of 2021, over 1.2 million Cat devices worldwide had been interconnected, and now almost all new devices come with built-in interconnection capabilities. With the customer's consent, Caterpillar can interpret the equipment information through advanced analytical tools and tailor equipment maintenance forecasts for the customer.

To better serve customers through digital management methods, four agents in China have established analysis platforms and command centers. After receiving the equipment information, the agent will confirm it based on the actual situation of the customer's equipment, help the customer arrange maintenance and repair plans, or promptly identify potential risks and dispatch personnel to the customer's location in a targeted manner to provide services.

Facing Cat devices spread all over the country, digital empowerment has helped Chinese agents significantly improve service quality and efficiency, winning valuable operational time for customers and enhancing operational efficiency.

In addition, Caterpillar is also using big data to create value for global customers. Cat Inspect is a user-friendly and widely popular application designed for both connected and unconnected devices. As of February 2022, global agents and customers have completed 6 million equipment inspections through this application, and the usage rate is still increasing. By using the data provided by the application, agents can more conveniently know the components and services that customers need.

Join hands to meticulously cultivate services

Caterpillar believes that working together with its agents to continuously upgrade traditional product support into high-value-added services will help customers achieve long-term success. To enhance diversified services, on the one hand, it is inseparable from the professional services provided by agents; on the other hand, it also benefits from Caterpillar's empowerment of agents.

In terms of team building

Caterpillar offers a variety of training programs for its agents, such as "Service Master", to help sales personnel understand product features and customer needs, and also to assist engineers in enhancing their technical proficiency.

In terms of hardware

Caterpillar regularly rates the workshops and facilities of its agents, helps formulate reasonable development plans, and gradually improves the hardware level year by year. A variety of training programs, such as equipment maintenance, workshop pollution control, and component overhaul capability assessment, enable agents to better provide customers with services like complete machine refurbishment, component overhaul, and new power upgrade.

Caterpillar has maintained a long-term and good cooperative relationship with its agents. Together, they have witnessed the development of China's economy and the changes in the global industry layout. The cooperative relationship has grown stronger over time. This has become an important part of the well-known "Caterpillar Way" in the industry. Against the backdrop of energy transition and digital transformation, Caterpillar and its agents keep pace with The Times and join hands to provide high-value services to customers, which will also become another brand-new footnote to the "Caterpillar Way".