Services, Distribution
& Digital
Enabling customer success through services.

services

The growth of services is a core focus area of our strategy and speaks to the value we can provide to customers associated with our products – from aftermarket parts to analytics and beyond. Customers receive this in a variety of ways, including through our global dealer network, a relationship with an account representative, a customer value agreement or by machine performance insights gained through product technology – to name a few.

Caterpillar is also expanding services beyond the traditional definition of providing repair and support. Our goal is to further transform how we deliver value to customers throughout the lifecycle of our products by providing digital solutions. The Cat App is one way we are making it easier for customers to own and operate our equipment and bring them closer to dealers to continue strengthening relationships and offer additional fleet management solutions. Customers can request parts and service and start the machine without a key from the app. We’re also investing in other critical digital solutions, such as an online retail channel, to enable our products and services business and provide a differentiated customer experience.

Operational Excellence

The Caterpillar Product Support & Logistics Division (PSLD) prioritizes operational excellence. Utilizing Lean methodology, such as the engineered value chain (EVC) principles, we strive to efficiently serve our customers by eliminating waste. Every month, Caterpillar’s worldwide parts distribution centers distribute millions of aftermarket parts, which originate from an extensive network of suppliers and internal manufacturing plants, to our dealers. Our integrated logistics and procurement teams work systematically to optimize freight cost, locally source where practical, shorten transit times and reduce cost for our customers around the world.

Expanded Offerings

Our goal is to offer customers choices by providing multiple repair and rebuild solutions. Repair and rebuild options help our customers manage lifecycle costs by providing suggested price points for the major components on Cat® machines and engines. Many of these options are designed to maximize return on investment by extending the component’s expected service life. Our  Yellowmark™ offering provides a val­ue-priced alternative that complements Cat Genuine Parts and Cat Reman Parts.

Doing the Work with More Insights

With a fleet consisting of 80 pieces of Cat mining equipment, the management team at CM Energy (CM) was looking for the next step in efficiency and machine health. They met with Carter Machinery Company, a Virginia-based Cat dealer, to discuss what solutions could provide the necessary insights to realize these goals.

One concern about the feasibility of deploying digital-enabled services was cellular connectivity. At the coal mine site, located in southern West Virginia, cellular-enabled tools can be difficult to deploy. With a mix of cellular and satellite Product Link devices, CM Energy is now adding the benefits of machine health recommendations and utilization through the Caterpillar Fleet Monitoring Center to their world-class maintenance program.

The CM Energy maintenance team leverages all elements of condition monitoring, including electronic data, Cat® S•O•SSM Services , inspections, repair history and site condition analysis. These services, coupled with a dedicated Cat Condition Monitoring advisor based in Peoria, Illinois, allow the customer to maintain 90 percent fleet availability to meet production demands. CM typically moves 30 million yards of material annually, uncovering some of the world’s highest-quality metallurgical coal used in the steel-making process.