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TSI (Lanco Group) delivers service, maintenance, repair, and parts for Railroad.

The Customer: Technical Services Inc. (part of the Lanco Group) is the recognized leader for providing service, maintenance, repair, and parts for the Railroad, Industrial Equipment and Port Industries. TSI is responsible for providing planned maintenance and ad hoc repair for 35,000 assets, requiring over different 500,000 parts, located across hundreds of locations throughout North America. TSI employs over 420 field service personnel plus additional contractors to service these assets.

01

Challenges

  • Difficulty gathering accurate customer field data (due to rough weather conditions, poor lighting, spotty wireless communications) and transmitting it to TSI’s backend systems.
  • Limited visibility and controls around service inventory was leading to millions of dollars per year in service inventory losses.
  • Poor scheduling due to limited insight into field technician and vehicle availability.
  • Return-to-stock backlogged.
  • Parts procurement delayed due to poor planned maintenance visibility.
  • Poor data accuracy leading to delays in invoicing resulting in substantial penalties.
  • Inefficient and inaccurate tracking of labor hours and expenses.
  • Management had limited visibility into the true costs and commitments of its field service operations.
  • Dealing with the complexities of managing such a large footprint of assets and staff while continually looking to lower operating costs and improve service levels.
  • Tracking field technicians was difficult and no real time communications were available.
  • High operational costs for running help desk.
  • Customers had no visibility into their service work orders.
02

Solution

  • Asset Maestro was deployed on time and on budget.
  • TSI achieved a full ROI with Asset Maestro in less than three months.
  • TSI’s operational costs were reduced by 31% per annum.
    • Greatly reduced inventory losses
    • Elimination of invoicing penalties
    • Reduction in operation expenses related to their help desk
  • Better accountability and visibility led to write-offs being reduced by 90%.
  • Customer satisfaction greatly improved.
    • Equipment up-time improved dramatically due to higher first time fix rate
    • Better visibility into their service orders
    • On-time invoice processing
  • TSI reduced its financial penalties to customer for poor performance to zero.
  • Technician can collect and submit the required information electronically whether online or offline eliminating the need for paper-based transactions and providing real time visibility into a job’s progress.
  • In-house training was streamlined using service history data.
  • TSI has greatly improved reporting, dashboards and analytics that provide its team and customers deep insight, leading to better decision making and the ability to bid on future business accurately.
  • Given the tremendous results, the Lanco Group decided to deploy Asset Maestro in several other of its companies including Mi-Jack, Broderson Manu- facturing Corp, Lift King, Howell Tractor & Equipment and Greenfield Products and Black Tie Products.