Increasing the Service Level and Tackling the Experience Shortage: Combilift's Approach to AI Adoption

Increasing the Service Level and Tackling the Experience Shortage: Combilift's Approach to AI Adoption

This report details an IDC interview with Mr. Fearghal McCorriston, the global IT manager of Combilift, the largest global manufacturer of multi-directional forklifts. He shared his valuable experience with deploying an AI-powered product recommender in a spare parts servicing environment. McCorriston reveals how Combilift was able to achieve a 30% increase in first-time fixes and a 40% reduction in costs for service jobs."Despite the ongoing digitalization of processes across lines of business, many organizations still rely on manual tasks and well-trained and experienced staff for customer-facing services. This approach can work only if experienced engineers or service personnel are in place and the complexity of the bills of materials is relatively low. However, organizations face the opposite — skilled workforce shortages, the complexities of service requests, and the customizations of final products have been on the rise for years. In this context, an AI-powered solution, such as a product recommender, could significantly improve customer-facing services involving spare parts while lowering workforce experience requirements." — IDC Senior Research Director and leader of Future of Operations European Practice Jan Burian

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