Material Handling OEM Shifts from Reactive to Proactive Service

Material Handling OEM Shifts from Reactive to Proactive Service

Using data to reduce downtime, warranty cases, and service friction

The Challenge

The OEM needed to reduce warranty costs, respond faster to quality issues, and strengthen their service reputation. Dealers lacked early visibility into machine issues, resulting in reactive service and avoidable downtime.

The Solution

TALPA introduced data-driven service quality management, leveraging MTTR and MTBF metrics to identify the biggest levers for improvement. The platform enables early issue detection — often before customers notice any problem.

Business Impact

Response Time

From days after issue to hours before issues escalate

Dealer Adoption

70% of the fleet onboarded in one month

Service Model

Reactive → Proactive

Customer Experience

Issues identified before customer calls

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“With TALPA, we’ve made significant improvements to service quality. We can now avoid unplanned downtime and proactively support our customers’ operations.” - Director, Product Support & Quality

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