Connecting with CareTrack

Volvo’s telematics system CareTrack has just been introduced into the United Arab Emirates and Qatar. MENA Infrastructure talks to Joakim Almqvist, Vice President of Customer Support at Volvo, to find out what benefits this brings to customers in the Middle East.

You have just overseen the implementation of CareTrack in the UAE and Qatar. What is CareTrack and what makes it different to other systems already on the market?

Joakim Almqvist. CareTrack is Volvo's telematics system, fitted as standard inside all new larger Volvo machines (in markets where CareTrack is available). The system transmits information about the machine's performance via GSM/GPRS or satellite - depending on the technique available in the market - to a database that Volvo uses

to process it.  Information about how many hours the machine has been in operation, when it needs to be serviced and its exact location are displayed on the CareTrack web page - enabling customers to monitor their fleet remotely. CareTrack is different to other telematics systems already on the market because it provides more information about the machine's status, so the customer and dealer can do more machine analysis, troubleshooting and diagnostics.

How will this system benefit customers in the Middle East?

JA. It will change the way customers manage their Volvo equipment in the Middle East. For example, recording machine operating times on site, manually, is tedious, time consuming and often inaccurate. CareTrack allows machine data to be viewed on a special customer website - automatically updated from the machine every day. So customers can view the history of their machine and print operating reports about how it is being used. As such, changes can be made to operating patterns to improve operator efficiency, reduce fuel consumption or train equipment operators. CareTrack enables customers to optimize their machine for increased productivity and alerts them when it needs servicing - reducing downtime.

When a machine does need servicing, often service personnel find it hard to locate the machine, particularly on a large job site. But, CareTrack prevents this problem by sending signals with its exact location, enabling service personnel to quickly locate the machine. This same system allows customers to program precise work areas for the machine, so it won't operate outside specific coordinates on hazardous job sites. If the machine does venture outside this area, the customer is alerted.

What difference will this make to the Middle Eastern market?

JA. CareTrack has been available in Qatar and the UAE since May 2010 and, although it is still early days for the system, we are already seeing the benefits for dealers and customers in these markets. Support from the dealer is broader and faster. If there is a problem with the machine, the dealer can remotely download relevant machine data, analyze it and offer recommended solutions.

Dealers are offering CareTrack in an integrated service contract and as a custom-made service, so customers can decide the level of service they want from the dealer. One of our customers in Qatar, QPMC, already has 24 new machines with CareTrack.

How can customers get CareTrack and what is the future for this system in the Middle East?

JA. CareTrack is standard on all larger new machines, in markets where the system is activated, including a three years subscription. Older machines, sold since 2005, can also be fitted with CareTrack.

Telematics is the future of machine ownership and service. The application offers customers a great opportunity for building work patterns, based on easy access of data. CareTrack has a host of customer benefits: reducing downtime and optimizing the use of the fleet and we already have plans to open it up to other markets in the Middle East, with planned launches in Saudi Arabia and Lebanon next year. 

About

Joakim Almqvist is Volvo Construction Equipment's Vice President of Customer Support in Region International, covering the Middle East, Turkey, Africa, South America, Oceania and Russia. He joined Volvo CE in 1997 and moved into his current role in 2008. Today Almqvist is responsible for ensuring efficient customer support to Volvo customers and dealers.