Cloud AI platform delivers a 30% increase in first-time fixes, a 40% reduction in service-job costs and a 30% increase in revenue per transaction for global forklift manufacturer.
Machinery & Equipment 
Combilift is the largest global manufacturer of multi-directional forklifts and an acknowledged leader in long-load handling solutions. Innovation, flexibility, and service are the ethos behind Combilift’s success.
It has seen them become the world’s fastest-growing forklift manufacturer, exporting to more than 85 countries and with more than 60,000 trucks in use worldwide. No other manufacturer in the world can deliver the same level of customisation and adaptability or cater so effectively to the diverse needs of every individual customer, whether their enterprise is large or small.
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Combilift’s business is unique and diverse in its product mix, from consulting to design, building, and delivery. Every single truck is different. Managing this diverse set of trucks creates servicing complexities and requires expertise to accurately quote the right set of parts to ensure a first-time fix. As a result, digital has become increasingly important as a lever for harnessing complexity and delivering both innovation and performance. With this digital lens and an eye on future business growth, Combilift reviewed its processes and systems to look at new ways of selling, delivering and servicing its forklifts.
Infor SyteLine is undoubtedly the best platform available for discrete manufacturers. It genuinely is the only ERP system which is manufacturing-centric enough to deliver core capabilities with the flexibility to tailor to our specific needs and nuances, of which there are many. In addition, it is so easy to use, which amplifies the benefits as users can run with it quickly and easily.
IT Manager, Combilift
A long-standing user of Infor SyteLine and customer of Infor partner and business software consultancy Inforlogic, Combilift had no hesitation in enlisting their support to help address this challenge. Upon reviewing the latest version of Infor SyteLine (Infor CloudSuite Industrial), Combilift quickly decided to take advantage of some of the new functionality, capabilities, and cloud architecture available.
In line with its digital transformation programme, Combilift’s existing on premise deployment of Infor SyteLine, Factory Track, CPQ and Document Management was migrated to the cloud and supercharged with AI, in order to leverage the global accessibility that Infor CloudSuite Industrial would deliver. Following a successful project undertaken in 2022, the platform supports the entire Combilift business, from order entry and parts picking for production to the finished truck being dispatched to the customer.
“Infor SyteLine is undoubtedly the best platform available for discrete manufacturers,” comments Fearghal McCorriston, IT Manager at Combilift. “It genuinely is the only ERP system which is manufacturing-centric enough to deliver core capabilities with the flexibility to tailor to our specific needs and nuances, of which there are many. In addition, it is so easy to use, which amplifies the benefits as users can run with it quickly and easily.
“The new functionality improves processes and allows us to address the challenges we face in new and creative ways. One area we’ve seen massive gains in from both a revenue and customer service standpoint is first-time fixes.”
Manual processes in Combilift’s warehouse meant that a straightforward application for a repair could take up to 30 minutes. This is because the highly specialised machines are inherently complex, so addressing a servicing or repair issue is far from straightforward. When the right set of parts is not quoted for a service job, the service engineer sometimes cannot complete the job the first time around. Instead, the engineer must stop work, research and secure the right parts, and then return to the customer to complete the service. The delay in completion increases the cost of the service to the dealer and the customer because the machine being serviced remains non-operational.
“Infor AI now recommends the spare parts necessary to fix a particular issue quickly, efficiently, and profitably, ensuring the best customer experience as a result,” Fearghal explains. “This means that our staff can spend more time focusing on the customer rather than second guessing or searching for relevant parts.
“This has not only expedited productivity to a point whereby we’ve seen a 30% increase in first-time fixes, 30% faster completion of service jobs, and 75% faster time to determine related parts (from 20 minutes to 5 minutes) but a 40% reduction in service job costs has boosted revenue by 30% and led to improved customer satisfaction and referrals due to less equipment downtime and improved efficiency with less time training new hires.”
Complementing this capability, at the order stage, Combilift uses Infor CPQ to build truck specifications so that the order entry team can quote much more efficiently. Given the volume of complexity and variables, this is a massive game changer. Because it can be customized, rules and BOMs can be tailored to support the process.
“Inforlogic is an outstanding partner and was undoubtedly the best match in making this transition,” Fearghal continues. “The team is extremely knowledgeable and has extensive experience in ERP and migrating Infor SyteLine to the cloud.
“Because we had customised our previous Infor SyteLine platform significantly, moving back to a vanilla version took some resources. In fact, we had 150 customised reports, which represented a bit of a challenge when moving across to a new version. Inforlogic helped us to rewrite them all, and they were nothing short of phenomenal in helping us to achieve this, a testament to which is that the project was completed in just six months against an initial timeframe of a year.
“Their level of expertise was second to none. The team went over and above to understand and evaluate our operations and processes, map out what needed to be done, and build SOPs, new processes and workflows to optimise not only the software but the way in which we work to maximise its impact and value.”
One of the key benefits of Infor SyteLine, according to Fearghal, is its ease of use.
“We quickly had over 500 support staff using the system across our Ireland headquarters and US distribution centre. Because of the multi-tenant cloud architecture, the system can be accessed from anywhere, increasing live visibility and, in turn, the agility to make better decisions at more meaningful intervals.”
OCR capabilities scan invoices as they come in and process the different formats in Infor’s data lake to expedite payments and deliver better cost control.
Combilift is also using AI for e-mail summaries to support the customer services team. They not only provide a snapshot of that customer’s order and profile but also translate where needed and in real-time to foster better engagement.
“At Combilift, we continue to push the boundaries of perfection. We are immensely proud of our innovation and flexibility to meet customer needs. Having moved to the cloud with Infor SyteLine, our end game is to have all customer and system interactions across the business going through SL to eliminate silos completely.
“Inforlogic has supported us through several substantial Infor SyteLine upgrades now, most recently to the cloud, and the ROI we see is undoubtedly greater due to their direction and the value they bring.”
“We are excited to extend the solution even more, to meet our customer needs further and support our innovative approach to both products and processes, and we are looking forward to pursuing future growth with the very best digital capabilities at our helm.”
For more information about Inforlogic or how we can help your business benefit from Infor SyteLine and CPQ, get in touch or call us on 01606 720499.
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