Case Study: JLG Industries achieves greater service efficiency and customer support with Baseplan Software

JLG Industries unifies operations in 2009 with Baseplan

JLG Industries, a leader in Australia's access equipment market, sought to enhance its after-sales customer support and improve internal efficiency. To meet this challenge, they partnered with vendor Baseplan to implement a comprehensive operating system, including CRM, field service (IVT), and financial modules.

The solution from Baseplan centered on deploying Advanced In Van Terminal (IVT) units, which provided technicians with real-time job information, drastically improving response times and first-time fix rates. This integration, along with subsequent In-Workshop Terminals, streamlined operations, eliminated paperwork, and provided JLG with a unified system to accurately measure KPIs and improve customer support. Baseplan's ongoing collaboration ensures the system continues to evolve with JLG's business needs.

JLG Industries