CASE STUDY - MANTRAC

The Mantrac Group operates a world class machinery and equipment dealership covering significant parts of Africa and the Middle East. They currently have nearly 3,700 individual assets across 300 customers connected with telematics devices. These devices transmit operational and health data back to the dealership for analysis and expert recommendations for their end users.

Every month a fleet management report is sent to eligible connected customers. This summarises key areas of interest including health alerts, fuel burn information and asset activity.

Covering such a wide geographic area has many operational challenges including the multitude of languages spoken. For the fleet reports to be of value to the customer, enabling them to be quickly reviewed and take action, they must be clearly understood.

Manually sending out each customer report with their corresponding fleet, in the right language, for each end user is incredibly difficult and time-consuming. Maintaining an independent list of e-mail addresses and language preferences has previously been used which also proved cumbersome.

• Filtering of customer assets which are eligible for the report & active.

• Access to a robustly maintained end user e-mails and language preference list.

• Availability of translated technical descriptions and text.

• Automatically translate and send reports to matching fleets/users in their preferred language.

• Avoid creating multiple reports for each language, which would require individual maintenance.

• Identify and feedback internally any company accounts without a least one valid e-mail addresses, missing translations etc.

A workshop was carried out with the team to break down the challenge and identify how each could be addressed.

• End user information including e-mail addresses and language preferences were already maintained in their cloud-based Salesforce CRM.
• SAP Business Objects was already being used for Business Intelligence reporting which has multi-language reporting capabilities.
• Technical translations were partially available, with dealer specialists filling in gaps as they are identified.

The existing Condition Monitoring database, containing the assets telematic data, was enriched using the technical translations provided.

The required customer contacts fields from Salesforce CRM were set up to periodically synchronise from the cloud into a local database. This was then incorporated into the existing condition monitoring reporting system.

The customer fleet report was modified to include dynamic translation, within a single document. I.e. one document can be maintained which covers all possible languages. A ‘pre-filter’ was also incorporated so the report only includes eligible and active assets This was finally configured to automatically send each month, matching the report language with the end users and their assets.

Exception reports were created and set to automatically send to internal dealer personnel before the external customer facing reports. This allows them to proactively resolve any gaps in e-mail addresses, language preferences, technical translations etc. before it reaches their customers.