Combilift boosts efficiency with AI-powered Infor SyteLine

Global forklift manufacturer Combilift has reportedly enhanced its operational efficiency and financial performance through the deployment of Infor SyteLine, as announced by Inforlogic.

Combilift, which specialises in manufacturing and delivering custom-built forklifts, implemented the cloud-based AI platform as part of a broader digital transformation initiative. The application of this technology has resulted in a 30% increase in first-time fixes, a 40% reduction in service-job costs, and a 30% increase in revenue per transaction.

"A long standing user of Infor SyteLine, the new functionality in the latest version of Infor SyteLine improves processes and allows us to address the challenges we face in new and creative ways," stated Fearghal McCorriston, IT Manager at Combilift. "One area we've seen massive gains in from both a revenue and customer service standpoint, is first-time fixes."

The complexity of servicing the varied and specialised forklifts necessitated the digital overhaul. Manual processes previously resulted in lengthy service times, where quoting the wrong parts for a repair could lead to delays in service completion, thereby increasing costs for both dealers and customers.

McCorriston further elaborated, "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. This means that our staff can spend more time focusing on the customer rather than second guessing or searching for relevant parts."

The time required to determine related parts for a repair has been reduced by 75%, from 20 minutes to just 5 minutes, alongside a 30% faster completion of service jobs. This efficiency not only reduced service job costs but also boosted revenue, improved customer satisfaction, and lessened equipment downtime.

Additionally, Combilift has integrated AI into its customer service operations, providing real-time, translated e-mail summaries for better customer engagement. This innovation eliminates the time-consuming need for customer service staff to physically inspect orders on the shop floor.

McCorriston praised Infor SyteLine for its user-friendly interface and scalability, noting, "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."

The transition to the latest version of Infor SyteLine involved significant effort in rewriting 150 customised reports, a challenge met with the assistance of Inforlogic. Despite initial projections of a one-year implementation period, the project was completed in just six months.

"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," McCorriston added.

He described Infor SyteLine as "undoubtedly the best platform available for discrete manufacturers," commending its manufacturing-centric design and adaptability to Combilift's specific needs.