Case Study: Crown Equipment Corporation improves service strategy and fleet maintenance with PA Consulting

Engaging with global distribution operations to inform a service strategy

Crown Equipment Corporation, a global leader in materials handling systems and logistics, wanted to better understand its customers so it could improve services and inform a stronger service strategy. PA Consulting, through its Essential Design team, supported the effort with research expertise to uncover how Crown could better serve distribution operations worldwide.

PA Consulting conducted global site visits, stakeholder interviews, and co-creation sessions, then followed up with an additional program focused on fleet maintenance practices. The work identified key dependencies between workflow, organizational strategy, and software compliance, and highlighted opportunities in system design, user onboarding, and change management, while also quantifying maintenance responsibilities, downtime costs, and lost productivity to help Crown prioritize its innovation agenda and explore richer customer partnerships.

Crown Equipment Corporation