Warren CAT Uses GPS To Enhance Customer Service

By Intergis LLC

Warren CAT is an authorized factory dealer providing sales, leasing, equipment rentals, installations, regular preventative maintenance, and emergency service repairs. The busy service operation fields 60 calls per day at each location and sends 160 technicians to customer sites.

The Company is managed by 16 dispatchers operating manually, tracking activity with white boards and using cell phones to inform the techs when each days' priorities change. Problems would appear regularly with dropped calls and outdated or poorly mapped areas.

As a CAT dealer with 19 locations serving West Texas and Oklahoma, Warren CAT places great value on its ability to provide the excellent customer service synonymous with the Caterpillar brand.

To live up to that standard, the Company initiated a project with the twin goals of meeting every standard customer request within 24 hours or less while saving money doing it. The challenge was given to Warren CAT's Six Sigma team, whose purpose is to provide total quality management solutions for the company.