Innovative Application Gives Users Real-Time Data Regarding Generator Performance
Cummins Inc. designs, manufactures and distributes power generation equipment to clients across the globe. The company’s diverse client base includes Fortune 500 companies like Microsoft, as well as telecommunications providers, medical providers, aerospace and defense manufacturers, oil and gas operators, data centers and commercial and marine transportation operations.
– Users enjoy unparalleled access to real-time generator performance and maintenance data
– Users are able to self diagnose and resolve many issues that otherwise would require a call to the Cummins support team
– Cummins has seen promising improvements in customer satisfaction and engagement
– Cummins and third-party technicians are offered insight into parts and repair needs, streamlining the maintenance process
For Cummins, generator reliability is vital to the success of the organization. So too, is customer satisfaction. Bridging the gap between reliability and customer satisfaction became a goal of the organization’s efforts to create lasting brand loyalty. With that goal in mind, Cummins set out to create a mobile application that offers customers the ability to track a generator’s status in real-time.
Since PowerCloud’s piloted release, Cummins has seen promising improvements in customer satisfaction and engagement.
George Demou – Avtex
Creating such an application is no small feat, however, as the design, development and deployment of a monitoring system can be costly and time-consuming. Adding to the challenge was the company’s commitment to offering the application free to customers and providing proactive app support. Finally, the app must be able to track a single residential generator while also being powerful enough and scalable enough to manage multiple commercial units.
Results at a Glance
Distributors have access to data and can assist in the tracking of the data and resolution of issues, thereby increasing their ability to please customers and enhance brand awareness.
Key Partner Technologies
Cummins turned to the Portals and Collaboration team at Avtex for help creating the app. Avtex designed and developed the application to meet the exacting demands of the organization and its customers.
The first challenge the team faced was identifying a build platform that offered the power, cost effectiveness and scalability required to meet the application’s ultimate demands. After comparing several options, the team chose the Microsoft Azure platform. “Azure proved to be the ideal platform for this development because of its low initial and ongoing costs, powerful feature set and overall flexibility,” said Neil Iverson, Avtex VP of Microsoft Productivity Solutions. “Azure also offered many pre-developed Internet of Things (IoT) hubs, which were invaluable during the creation of the application and its supporting systems.”
The team also faced the challenge of identifying communications channels between Azure’s IoT hubs and each specific generator unit. Leveraging the power and feature set of Microsoft Azure, the Avtex team was able to craft an application that required no investment into hardware, as Azure’s IoT hubs are able to communicate with on-board computers already deployed on many of Cummins’ commercial generator units.
Accessible from any PC, Mac and IOS-enabled device, the application offers customizable portals that allow users to track power status, fuel level, load, voltages, issue notification, scheduled maintenance and more. The application also offers push notification of key events, potential issues and user-specified occurrences.
Since PowerCloud’s piloted release, Cummins has seen promising improvements in customer engagement and satisfaction and engagement. Users now enjoy unparalleled access to real-time performance and maintenance data, and are able to selfdiagnose and resolve many issues that otherwise would require a call to the Cummins support team. Distributors have access to data and can assist in the tracking of the data and resolution of issues, thereby increasing their ability to please customers and enhance brand awareness.
The application also streamlines the service and repair process, as Cummins and third-party technicians are offered insight into necessary parts before arriving at a generator’s physical location. This allows for better dispatching and inventory procedures.