In Service Lies Success

Establishing long-lasting bonds with Customers

L&T Construction & Mining Machinery (L&T CMB) has always placed Customer satisfaction as its main priority. To comprehend the profound client-Customer rapport, it is imperative to delve into the 1960s when L&T’s evolution ran parallel to India’s. Both witnessed remarkable growth, and industrial development remained the supreme focus of the Government.  As the demand for Equipment grew, L&T recognised the need for large-scale support systems to sustain business growth and Customer satisfaction. To ensure smooth operations, maintenance, services, repairs, and refurbishment, L&T renewed its focus on after-sales support for Equipment. The company regularly educated Customers and Operators on product use and maintenance, ensuring timely support.  Today, L&T Construction and Mining Machinery has harnessed the new digitisation tools and developed strategies to deliver top-quality support.

Striving to nurture Customer relationships

At L&T, our relentless effort to connect with our Customers has enabled us to strike the perfect chord with them. We have introduced many options to streamline the process, including a mobile app and an interactive website. L&T Construction and Mining Machinery has launched a dedicated Customer care number called L&T Equip Care (1800-833-9990) to help Customers with after-sales support. This number is the Customers’ central point of contact to communicate and engage with us. Customers can dial the toll-free number and record their complaints or service requests. Once registered, the request will be routed to the relevant Dealer based on location. The Dealer will then collect the complaint or data and take appropriate action to resolve the issue within a targeted period.

Further, L&T CMB has implemented the Swift Service 360 (S360) project, a Field Service Management system designed for Dealers at a National level. The main goal of this project is to set new benchmarks for Customers nationwide by providing consistency and uniformity to the after-sales and support delivery experience.

S360 automates ticket generation for scheduled machine maintenance, assigns service engineers based on skill levels, and sends information on parts and consumables needed to the machine owner in advance. The system also generates tickets for commissioning machines once sold and tracks the completion time of after-sales and maintenance services. In addition, S360 draws information on machine operations from Komtrax, Komatsu’s latest advanced and patented telematics, enabling automatic service requests in case of errors, mainly eliminating the requirement of manually contacting Customer care,

L&T CMB’s Nationwide network comprises 30 dealers, 115 touchpoints, and 27 territory offices of L&T’s domestic marketing networks. These locations are strategically positioned to reach most project sites within two hours, enabling them to serve more than 35,000 Construction Equipment in the field. Additionally, the network includes 818 service engineers with Dealers and 138 L&T service engineers, providing state-of-the-art sales and after-sales support with a shorter completion cycle.

Service Centres Delivering Unparalleled Services

 L&T CMB is committed to excellence, safety, and Customer satisfaction and has undertaken various projects and initiatives to achieve this goal. We have established Service Centres in strategic locations like Kanchipuram, Durgapur, Nagpur, Pune, and Singrauli to meet Customer needs and expectations. These centres offer services such as Engine repairs, Undercarriage repairs, Hydraulic Component repairs, Structural repairs and Equipment Rehabilitation of complete equipment.

We conduct regular training programs for our Customers at our Service Centres and Central Training Centres throughout the year. These training programs cover equipment diagnostics, troubleshooting, and machine operations, enabling our Customers to learn and operate the equipment efficiently. Our Central Training Centre at Kanchipuram has been accredited by IESC (Infrastructure Equipment Skill Council) to conduct courses for Operators and Mechanics.

We have made significant progress in optimising logistic operations by establishing a Central warehouse in Nagpur. Over time, the traditional warehouse was transformed into a state-of-the-art, high-roof, 22-foot vertical stacking warehouse to support the company’s continued growth. The L&T team has been relentlessly working on various aspects such as storage space management, digitalisation, automation, online transactions, e-documentation, e-logistics, and spare parts barcoding to provide seamless and improved after-sales service. Today, the CWH in Nagpur boasts a storage volume of over 15 lakh square feet and stocks parts essential to support L&T’s massive operations.

L&T CMB has established a new benchmark in the Construction and Mining machinery sector by adopting the maxim “In Service Lies Success.” This motto embodies the company’s commitment to providing exceptional Customer service and support, which has proven to be a key driver of success.