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MTU’s new customer care and digital solutions support global customer service drive

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Global Mining Review,

The Rolls-Royce business unit Power Systems is strengthening its activities to expand the digital services for the customers. The Digital Solutions team, established in 2017, is being expanded, and a data and analytics competence centre is currently being set up in Munich. Since the beginning of 2018, experts have been working jointly in different time zones at Customer Care Centres for MTU products across five locations: Singapore, Novi (Michigan), Suzhou, Augsburg and Friedrichshafen. They provide 24 hr/d support to ensure full availability for customer requests operating MTU propulsion systems.

MTU’s new customer care and digital solutions support global customer service drive

The new Digital Solutions division, as well as the new Customer Care Centres, are part of the current initiative by the Rolls-Royce business unit Power Systems to transform its global customer service.

“We intend to deliver an exceptionally high customer-focused improvement in both our services and our products with our new service and digital strategy,” said Andreas Schell, CEO of Rolls-Royce Power Systems. “The aim of this transformation is to develop into a complete solutions provider to fully support our customers.”

First MTU Go! products for mining vehicles

“We are developing digital products and services that are generating significant customer benefits,” said Jürgen Winterholler, who leads the Digital Solutions division. The first digital tools, MTU Go! Act and MTU Go! Manage, are already available for Series 2000 and Series 4000 engines used in mining vehicles. Connecting up the systems via data loggers will enable both experts and customers to monitor the engines remotely, schedule maintenance work and determine the availability of spare parts, analyse operating data and derive what action is to be recommended to improve the use and operation of products.

“Cyber security and data protection have been assigned the highest priority. This is an area where we also benefit from the experience gained in the course of the last 20 years by Rolls-Royce in the aerospace industry,” Winterholler added.

MTU Value Care Agreements secure availability

“As a result of the interaction between our new service agreements, new digital tools and the Customer Care Centres, the customer is provided with a complete peace-of-mind package,” said Matthias Vogel, Executive Vice President Service, Network and Business Development of the Power Systems business unit. “Customers benefit in terms of the reliability, operational efficiency and maximum service life of their propulsion system – we take care of all that to ensure that customers can concentrate on their own core business.”

The experts in the Customer Care Centres work fully aligned with the Digital Solutions team. Predictive maintenance work is scheduled to ensure that everything runs smoothly. Maintenance intervals are coordinated and an optimised, transparent cost structure is in place guaranteeing the reliability and availability of engines and systems.

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