Powering Precision in Heavy Machinery
In the heavy equipment sector, downtime isn't just inconvenient—it's costly. At MRM, we help global OEMs and African dealerships close service gaps, manage complex customer feedback, and turn disconnected data into actionable insights.
In the heavy machinery sector, service downtime means financial loss. MRM Support helps equipment suppliers and manufacturers proactively manage customer support, technical feedback, and service agent performance across Africa.
What Heavy Machinery Companies Face
Delayed Resolution of Technical Issues
Technical faults on heavy equipment can sit unresolved for days, costing operators thousands in lost productivity while service teams struggle to prioritise and track cases.
Disconnected Support Networks
OEMs, regional dealers, and field technicians often operate in silos. Without a central system, critical service data is lost between handoffs, leading to poor customer experiences.
No Insight into Root Causes
Recurring warranty claims and repeat breakdowns go unanalysed. Without structured data, manufacturers cannot identify systemic faults or improve product quality over time.
How We Support Heavy Machinery
Close The Loop – Feedback Ticketing
- Clients log issues directly via a branded portal
- Tickets auto-escalated to warranty teams based on severity
- Central dashboard shows patterns across models and regions
- Email alerts drive accountability and SLA adherence
Call Centre Integration
- Follow-up calls post-service across African languages
- Tech support pre-screening to triage field issues
- Warranty registration capture at point of sale
Data Management & Compliance
- Consolidate contact lists from ERPs and dealer systems
- Clean and validate contact data for accurate outreach
- POPIA/GDPR compliant data handling and storage
Congo Equipment & Barloworld
How two leading heavy equipment businesses transformed their after-sales service with MRM Support.
MRM Support changed the way we handle after-sales service. Before, issues would get lost between our dealers and warranty teams. Now every ticket is tracked, escalated, and closed. Our customers notice the difference.
The data management piece alone was worth it. We had contact lists scattered across multiple dealer systems. MRM consolidated everything, cleaned it up, and made sure we were compliant. Our outreach campaigns are now far more effective.
Ready to Minimize Downtime and Maximize Satisfaction?
Let's discuss how MRM Support can transform your after-sales service operations.
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