Case Study: Cummins achieves accurate alert forecasting and reduced costly downtime with Calabrio

Cummins Helps Mines Avoid Expensive Downtime with Innovative Remote Monitoring

Cummins helps mining customers avoid catastrophic engine failures by remotely monitoring truck engines and sending alerts to support agents who triage faults before they escalate. The challenge was ensuring enough trained agents were available at the right times to promptly handle “Immediate” alerts, since missed warnings can lead to extremely costly downtime.

Cummins integrated cloud-based Calabrio Workforce Management with its Cisco phone system and rolled the forecasting solution out to 450+ agents, creating custom models per customer site (by engine type, age, location, etc.). The result: accurate staffing forecasts, faster response (nine minutes quicker on average), the ability to scale monitoring without adding staff, and tangible customer savings — one site avoided $600,000 in repair costs and recovered 150 hours of downtime; Cummins now provides 24/7 global remote monitoring.

Cummins

John Weippert

Global Customer Support Systems Manager