Uptime is a key performance indicator in manufacturing and distribution, with the reliability of equipment dependent on factors such as scheduled maintenance, operator training and the lifecycle of machinery and parts.
While preventive methods are better at boosting uptime and keeping production running, service and repair performed after equipment has broken down is a fact of life.
From dispatch to troubleshooting to the availability of needed parts, service requests can be time consuming. The ability to identify what is needed, including parts and technical experience, to complete a repair on the first call has been a critical missing ingredient.
Carolina Handling has introduced a new app that provides technicians with all the details needed before traveling to a customer location for a service call. A quick response tool, the Carolina Handling Service App is designed to streamline requests for service and minimize downtime.
Developed using “first-call fix” technology, the app uses imaging, geo-tagging and auto-messaging to give technicians information necessary for identifying what is needed before arriving on site. And it provides customers with real-time updates about the status of their service calls.
The process is enabled by QR codes with unique identifiers such as model and serial numbers affixed to each piece of equipment. Codes also are linked to back-end data showing the maintenance and repair history of equipment. QR decals can be used on any equipment including forklifts, forklift batteries, conveyor systems, vertical lift modules, mobile robots and other automation equipment.
When equipment needs service, the customer simply scans the code. The app then prompts the user to verify the piece of equipment, enter the issue and upload an image for reference.
Once information is entered into the app, a call for service is immediately sent to the service technician, eliminating time-consuming calls or text messages often needed to obtain additional information.
When the service technician arrives at the customer facility, he scans the QR code on the piece of equipment, and the customer is immediately notified that the technician is on site.
Once the repair is complete, the QR code is scanned again, and the customer is notified that the job is finished.
“The Carolina Handling Service App gives our technicians the ability to troubleshoot or order the parts needed for a repair before they arrive at a customer’s facility,” said James Sanders, Carolina Handling director of north operations. “The result is a faster turnaround on repairs and less downtime.”
Carolina Handling’s new service app was tested on 3,000 pieces of equipment several months before its March 2025 launch.
“The app was extremely well received during the testing phase,” Sanders said. “Our goal as we roll this out to all of our customers is a 60 percent increase in first-call fixes and a service completion rate that is six times faster.”
Go HERE for more information on the Carolina Handling Service App.
