Situation
IRock has more than three decades of experience in manufacturing equipment for mining and recycling operations and provided a comprehensive warranty with every piece of equipment sold. The crushing and screening equipment sold through IRock’s dealer network are high-value, high-performance assets that require regular preventative maintenance.
The equipment requires a thorough inspection process when it arrives at the dealer location to ensure that the equipment has arrived undamaged and is ready to be deployed. IRock provides training on how to perform the inspections and fill out the required paperwork to complete this process, as well as filing a warranty registration.
Historically it has been difficult to collect this information as the forms had to be filled in by hand, and copies physically mailed back for proper filing and registration. Proper administration of any future warranty claims was dependent on IRock and dealer keeping accurate records, and without the necessary paperwork filed, it left room for interpretation of any future warranty claims submitted. To add to the frustration, IRock was unable to accurately track maintenance records after transferring ownership to the dealer, to ascertain if a warranty claim was justified. IRock knew that all parties would benefit from better reporting and keeping accurate maintenance records, so they began searching for a better solution to serve their clients.
Action Items
IRock engaged with the Redlist team and software to digitize their delivery, training, commissioning, and maintenance processes for the customer. When IRock equipment is sold, each customer gets access to Redlist for the period of the warranty. IRock then configures each customer’s Redlist account with the maintenance schedule for the equipment they purchased.
The previously paper-based processes and information is now available to the customer on their mobile device with the bonus of automatic notifications and reporting. The customers are empowered with simple templated training and guides to get familiar with the equipment and better understand how to treat the equipment to decrease downtime and increase equipment life.
