OEM equipment dealer excavators

Innovate to Improve OEM-Dealer Relations, Not Disrupt Them!

The OEM-Dealer Distribution Model Over 20 years ago, the Harvard Business Review published a commentary by the CEO of Caterpillar, website Donald Fites. The article is titled, “Make Your Dealers Your Partners,” and it discusses foreign competition, the importance of after-sale service, and the huge role that Caterpillar’s dealers play in maintaining Cat’s market leader…

The Future of Service Depends on Digital

Digabit’s CEO recently shared with the company a market research report from Cisco, The Digital Manufacturer: Resolving the Service Dilemma. The central theme of the report is that manufacturers have traditionally been focused on products as their core business, but that to maintain or achieve growth these firms must transition to place more emphasis on…

Image of a drill - the secret behind customer-centric service approach

The Secret to Helping Customers with After Sales Service

In an effort to increase customer satisfaction, differentiate from the competition, and achieve higher margins, the vast majority of OEMs have integrated some level of after sales service into their business model. For the most part, these forays into the service business go no further than spare parts supply for faster dealer repairs. While spare…