Added value may be defined as an increase in worth of a product as a result of a particular process. In the construction industry, the standard of after-sales service can often make a huge difference to the perceived value of a machine in the eye of the customer. Hitachi Construction Machinery (Europe) NV (HCME) is therefore focused on providing reliable solutions throughout every aspect of its business.

The latest generation of Hitachi Zaxis-3 excavators and ZW wheel loaders has provided the construction industry with better performance, reduced running costs and ultimate safety and comfort. The enhanced product line-up means that HCME can provide a suitable machine for almost every job site and application.

However, the commitment from HCME does not stop there. The support it offers the official dealer network and Hitachi customers is equally as important. It has continued to develop this further since the launch of the new models.

"Our customers can expect the highest level of product support," confirms HCME President and Managing Director Mike Mori. "Even if the product performs well, the customer will be disappointed if the after-sales service is poor."

The product support and parts teams at HCME are working together to implement a first-class after-sales service. They have already introduced a number of new systems and are liaising with dealers to help implement these throughout Europe.

HCME launched the e-Service Owner’s Site in 2006. The enhanced satellite communication system was developed in conjunction with the new range of IT-based machines. The Site allows the Zaxis-3 excavators and ZW wheel loaders to communicate technical data and location to the dealers and owners via satellite.

The features of the Site include: remote access to all relevant machine operation information, e.g. hours of use and fuel levels, maintenance history and recommended service inspection intervals, geographical position, serial number identification and multiple machine search facility.

The Owner’s Site was initially only available in English, but has now been translated into nine other languages: German, French, Italian, Spanish, Norwegian, Swedish, Finnish, Danish and Dutch. This has been undertaken to ensure that it is accessible and applicable for owners in each market.

"For the past few months HCME has been working on translations and testing the system to ensure that it provides the required information," explains Marten Bootsma, Manager of Service Development in Product Support at HCME. "We are now in the process of visiting several official Hitachi dealers, accompanied by HCM colleagues that specialise in the Owner’s Site. This has been undertaken to collate feedback from users, which will help the future development of the Site.

"Preventative maintenance is one way of helping to increase productivity and reduce downtime. The Owner’s Site is an efficient tool for this process, as diagnostic engineers do not have to be sent to inspect the machines in the first instance.

"Initially the dealer and customer can view the data online and decide on what action, if any, needs to be taken. HCME dealers carry their own stock of recommended parts and so these can be supplied without delay."

HCME works closely with its dealers to help them establish which parts they need to stock and how many of each they should store. This is co-ordinated by its European Parts Centre at Oosterhout in The Netherlands. The impressive 7,600m2 site at Oosterhout is the hub of the parts logistic service offered to HCME’s dealer network in Europe, Africa, the Middle East and Russia.