Bobcat picks Enigma to streamline service, dealer support

Computerworld - Bobcat Co. has selected the newest version of Enigma Inc.'s 3C platform to electronically deliver integrated parts, service and labor information to its network of more than 500 dealers.
Bobcat, a West Fargo, N.D.-based maker of compact construction and industrial equipment, said that by deploying Enigma it will have one fully integrated support chain product, delivered via the Web and DVD, that will greatly increase productivity for its dealers.
Burlington, Mass.-based Enigma is helping Bobcat dealers provide a higher level of customer service and improve the efficiency of their parts and service departments, the companies said in a statement.
Enigma's 3C open platform will be used to integrate all aspects of Bobcat's parts and service aftermarket business into one comprehensive system, the companies said. It will also allow Bobcat to redefine its process workflow, integrating service and support organizations with back-office systems to instantly deliver information to the dealer network and ensure constant access to up-to-date product, service and repair information.
Enigma 3C gives Bobcat dealers access to more than 10GB of product information, including 10 product families, 122 product models and 105 optional attachments, said John Snow, Enigma's vice president of marketing and business development. "Bobcat is really looking to improve the experience their dealers have in terms of how quickly they're able to service equipment and how efficiently they're able to get updates out ... so [dealers] can always be using the latest information and moving the right parts," Snow said.
With the standards-based architecture of Enigma 3C, dealers can link the Bobcat technical content with their own back-office and dealer management systems, increasing the accuracy of parts procurement, decreasing incorrect orders and improving first-time repair rates so equipment gets back to the field faster, Snow said.
"This tool makes a dealer's life easier," he said.
Rich Goldsbury, Bobcat's vice president of marketing services, said the Enigma system allows mechanics to get the information they need to service equipment on a real-time basis. "The faster a service technician can reach a resolution about how he proposes to repair a machine, the faster that machine is back up and operational," he said.
"We sell product to hundreds of thousands of customers, and their daily livelihood depends on their equipment always being operational. The faster we can turn around that service, the better able we are to support our products," Goldsbury said. "When we talk to our customers, what they talk to us about is not always price, not always features of the machine -- their primary concern to usis our ability to service their equipment."