Adding a powerful new tool to the field mechanic’s toolbelt: AI

The Opportunity

Enhancing field service support with generative AI

Ascendum is a Portugal-based global provider of machinery and equipment for the construction, infrastructure, haulage, and agriculture sectors. The company distributes and maintains over 25 different brands of construction machinery, industrial and infrastructure equipment, trucks, agricultural machinery, and specialized gear for forestry. With operations in 14 countries, Ascendum employs approximately 1,600 staff members and generates an annual turnover of €1.3 billion

At the core of Ascendum’s operations is its team of field and service agents, who are crucial in maintaining equipment on-site for construction companies. They ensure rapid mobilization and swift issue resolution to minimize downtime and enhance contractor productivity.

We are always looking to find value areas. We came up with the intention with McKinsey and Salesforce to cross impact with feasibility.

Rui Galamba
Ascendum IT and Business
Development Director

Field agents face several challenges in their daily operations. Machinery is becoming more complex and specialized, making it difficult to identify a customer’s specific machine and issue at hand. What’s more, the technical information agents need to identify machines, diagnose issues, and pinpoint solutions is unstructured; it exists in multiple formats and databases and is frequently updated by manufacturers, making it hard to track. Agents must navigate different customer databases and more than 14,000 pdf documents to identify customer machines and diagnose issues.

Time is money for Ascendum’s customers. Diagnosing an issue can take up to 30 minutes, as service agents search for relevant customer and technical information. Anything that can be done to accelerate issue resolution creates big customer value.