Customer: Ycom
Solution adopted: Web Spare Parts (WSP), Digital Advanced Visualization (DAV)
Introduction
THE POTENTIAL OF AFTER-SALES SERVICE
After-sales service is playing an increasingly important role in the manufacturing industry and represents added value both in terms of revenue and competitiveness.
Very often, companies set the acquisition of new customers for machine sales as their sole objective, underestimating equally important services capable of delivering significant margins: this is the case of after-sales service.
Manufacturing is a complex, highly competitive sector where support and after-sales service are an essential factor for high performance.
Customer companies demand ever more flexibility and increasingly efficient services with a low initial investment. Meeting these needs means improving customer service by leveraging digital platforms such as, for example, ticketing systems to track support requests, or remote real-time assistance for troubleshooting faults.
After-sales service also allows companies to gather more information about customers and machines. In particular:
- Data to improve design: the data and information collected can bring to light design aspects to be improved and thus, for example, resolve future malfunctions at the source.
- Information on machine status: it helps understand how customers use the machines and act proactively to prevent downtime.
Sygest has created a system for spare parts management and the entire scope of after-sales services, designed to make all the service-related activities of mechanical engineering companies automatic, effective and efficient and, at the same time, to deliver an innovative, differentiated service to their customers.
The company
Below is the case study of YCOM, an Italian company and leader in the design of advanced technology for the motorsport and racing industry, with a focus on after-sales service.
YCOM was founded in 2008 to deliver motorsport projects and quickly positioned itself as a specialized player able to cover every step of vehicle development, from car design to production, all the way to track testing.
Over the years, the Emilia-based company has grown exponentially and is now recognized as one of the most advanced companies for accelerating the development of motorsport projects and for various mobility sectors.
With confidentiality as one of the core values of its work in support of the leading OEMs racing in the top motorsport championships, YCOM is the behind-the-scenes partner that has helped drive to victory iconic cars that have made racing history. Well-known projects involving the YCOM team include the Lotus Evora GT, the Audi R18 and the very recent Maserati GT2 project.
Solution Adopted
ON-OFFLINE SPARE PARTS CATALOG AS RACE SUPPORT
As early as 2019, YCOM had implemented the modules of Sygest’s SYS® Suite for the automatic creation of interactive 3D spare parts, with the goal of offering customers an innovative, efficient race-day support service.
In particular, through the technology of the Spare Parts Catalog Builder application of SYS Suite® and data from CAD, YCOM can generate interactive spare parts catalogs in 3D format and, in a few clicks, select the desired spare parts directly from the model.
For publishing and selling spare parts, the Emilia-based company implemented Sygest‘s web portal, Web Spare Parts, which makes it possible, in a single interface, to view all the necessary service and after-sales documents, allowing users to instantly access the information they are looking for and add to the cart the parts to be requested from the supplier.
The interactive spare parts portal has an online version that customers can access directly to order the parts they need.
In addition, the YCOM team also has an offline version (Digital Advanced Visualization), a particularly useful feature at the track in case of no internet connection.
USING THE CATALOG FOR THE S1-X RACING E-SCOOTER
A recent project with YCOM as official technical partner is the S1-X electric racing scooter built for the eSkootr Championship (eSC), the world’s first racing e-scooter championship, whose opening season took place last year.
The YCOM team was responsible for developing the entire S1-X vehicle and for producing 50 scooters, plus all the spare parts.
During the championship, the link to the online catalog was shared with the competing teams which, with their own dedicated account, could log in to order spare parts online independently. Spare parts requests were generally handled within the week and always delivered before the next race.
In parallel, YCOM engineers used the offline portal to support the teams during races and manage requests directly from the track.
The implementation of technology tools and continuous innovation underpin all of YCOM’s activities: it is a cross-cutting drive for all departments and all business processes, aimed at the continuous improvement of the services offered to customers.