Page 4: Communications to meet different user needs
Cummins provides a series of valuable web-portal communications systems that help to give competitive advantage. These draw on a large central database of information, selecting appropriate information for each audience. Cummins portals are configured around a main website which then enables rapid access to related sites.
An extensive portfolio of public websites provide key information for customers and end-users of the company's products, for investors, the press and potential recruits. Cummins.com is the main website location for corporate and engine business information, closely supported by Cummins distributor websites with local language content. Other areas of the business are covered by websites for subsidiary companies such as Fleetguard, Holset, Newage AVK SEG, Onan and Cummins Power Generation.
The Cummins.com website features a product registration area where end-users of Cummins powered equipment anywhere in the world can register their engine and location online. This information is fed through to the nearest Cummins distributor, who can then provide a rapid response service if the end-user urgently needs service or parts support. This web-driven programme, known as QuickServe equips the company with a significant competitive advantage.
Cummins has established a unique online capability with the MiningGateway.com website. While operating as a mining industry forum, the website also enables customers of high value mining equipment in remote areas to access engine data and diagnostics broadcast real-time from their equipment over a secure web link.
Cummins has a highly diverse workforce spread worldwide. These employees need to be kept up-to-date with important developments. Employees lead busy working lives so they need instant access to the latest information and work resources provided by the Cummins employee portal.
Cummins places great value on having a highly motivated and informed workforce, so it provides them with the hardware, software, and technical backup required to sustain their motivation. For employee use, Cummins has installed 15,000 PCs worldwide with upgraded capability for online access. These gate through to the employee portal, which has two main elements:
- CCN - Cummins Communication Network : community site with daily updates on employee achievements, company and industry news, as well as work information and online training packages.
- CIRCUIT: highly detailed technical and marketing information presented in a user-friendly format.
Global Distributor Connectivity (GDC) is a secure community website for Cummins distributors and dealers. It equips the Cummins distributor with a single-point of entry to all the commercial and engineering data needed to run their business more efficiently. Popular areas include product inventory, warranty database, industry news and a resource library - while embedded hot links mean that all other Cummins online resources are no more than a few clicks away.
Portal web technology enables GDC to recognise users and customise the site with 'MyGDC' windows to pull up most regularly accessed areas. It carries news and information specific to regional communities of distributors and dealers.
The QuickServe Online website allows Cummins distributors, OEMs and fleet customers instant access to parts and service information. With operators needing to keep equipment up and running, this secure website provides real-time, daily updated parts and service information with the click of a mouse. Search functions are easily performed using the unique engine serial number from a Cummins worldwide engine population of almost 8 million extracting relevant data from over 1 million documents.
OEM Customer portal
Global Customer Engineering (GCE) is a password protected Internet site providing the in-depth technical information required for installing Cummins engines in almost every type of diesel powered application. The site gives rapid access to key engine data, emissions compliance and installation configurations.
Many original equipment manufacturers (OEMs) who specify Cummins engines in their products have registered for this online database. These OEM users, as well as suppliers, Cummins employees and distributors now consider this secure website an indispensable tool to help them work faster and more effectively. Indeed, GCE has proved to be a major success in differentiating Cummins against the competition.
Not all companies would be prepared to share this depth of product information with their customers, but Cummins believes that their more open approach is essential to provide the best customer support.