Optimizing remote after-sales service for FPT Industrial: A dealer-driven approach to enhance the Remote Master

In today’s landscape, technological transformation and connectivity represent fundamental strategic levers for companies, aiming to differentiate themselves in a competitive market. FPT Industrial, a leader in propulsion systems for on-road, off-road, marine, and power generation applications, has embarked on an innovation journey with the development of Remote Master, a platform that enables remote maintenance operations, significantly enhancing the competitiveness of after-sales services. This thesis presents the process undertaken to optimize the Remote Master tool through the involvement of a panel of FPT network dealers to gather targeted feedback. The insights obtained helped identify dealer needs and determine improvements to enhance the platform’s effectiveness. The data collection and the analysis methodology employed are based on the creation of a questionnaire, followed by quantitative and qualitative analysis of the results through statistical tools. The collected data is organized into templates to facilitate the prioritization of issues to be addressed and new functionalities to be implemented. Based on the analysis results, this thesis proposes innovative actions to resolve identified issues, making the platform more robust, efficient, and user-friendly. Furthermore, to illustrate the potential costs avoided through the introduction of Remote Master, a mathematical optimization model is developed to calculate the economic costs and CO₂ emissions that the company would incur if it continued to use traditional after-sales assistance methods. This problem is solved using graph theory and Dijkstra’s algorithm. This study has provided valuable insights for the improvement of Remote Master, whose enhancement would allow FPT Industrial not only to strengthen the platform’s role within its dealer network but also to optimize operational efficiency and increase customer satisfaction.