Executive Managing Officer
Global Customer Service Unit
YANMAR CO., LTD.
The Yanmar Remote Support Center came about due to the fact that on the occasion of our 100th anniversary, we had set out a direction calling for our after-sales service to be further strengthened. To realize the hopes of customers, namely that they need to be able to use equipment when they want to use it and that it should work properly, we monitor approximately 12,000 agricultural and construction machines 24 hours a day and gather information on them.
Remote monitoring has a long history that goes back to 1984. It began with the remote monitoring from Naha of power generators installed on remote, difficult-to-reach islands in Okinawa Prefecture. Initially it served local needs, but the system, which allowed the condition of a machine to be monitored remotely, i.e. without actually going out to inspect it, soon gained a reputation, and the business was rolled out nationwide.
In addition to monitoring problems with the conditions of machines and theft, in the future we intend to go one step further and provide services that predict failures before they occur and supply data relating to rice yields, the amount of water contained in rice fields. If data can be compiled for each customer, it will be possible to make proposals to individual customers that meet their needs, and enable us to provide them with information not only when a fault occurs but when the machine is operating normally, too. We will also be able to advise them when parts need replacing.