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Case Studies

Optimizing equipment performance and service efficiency for one of the nation’s largest supplier of building materials

By Amanda Arsenault
Green Fleet Management
A multi-site forklift performance review revealed strong equipment satisfaction, with service and parts availability as key challenges. Strategic recommendations—including improved maintenance practices and bypassing DEF-related issues—restored confidence and reduced downtime. Most locations would repurchase Hyundai equipment, highlighting the value of responsive service and direct factory support in sustaining operational success.
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The Challenge

One of the Nation’s largest suppliers of building materials with multiple locations across the southeastern United States was experiencing varying degrees of performance and service efficiency with their fleet of Hyundai forklifts. The primary issues were related to service support, parts availability, and equipment maintenance, significantly impacting operations at some sites.

The Opportunity

The company’s site visits aimed to identify and address the specific challenges faced by each location, ensuring consistent and reliable forklift performance and service support. By analyzing the feedback and observations from each site, actionable recommendations could be made to optimize operations and enhance overall satisfaction with the Hyundai brand.

The Process

Site Visits Overview

Site 1

  • Date: May 13, 2024
  • Findings: Units in rough condition; service and parts availability issues; lack of familiarity with DEF systems; poor historic service support.
  • Feedback: Primary concerns centered around service inefficiencies and downtime caused by parts unavailability and inadequate technician support. Lacking service support was a major issue, leading to compounded problems over time.

Site 2

  • Date: May 14, 2024
  • Findings: Well-maintained units; no major issues; experienced staff; good service support from their local forklift dealer.
  • Feedback: High satisfaction with Hyundai forklifts and service provider; no significant complaints. Staff expressed a strong preference for Hyundai over other brands.

Site 3

  • Date: May 16, 2024
  • Findings: Units performing well; no major issues; switched to local diesel mechanic for better service and parts availability.
  • Feedback: Very positive experience with Hyundai forklifts; strong preference for local service provider due to responsiveness and efficiency. No significant issues with the forklifts’ performance.

Site 4

  • Date: May 17, 2024
  • Findings: Units performing well; preference for Hyundai over Doosan due to better parts availability and support.
  • Feedback: High satisfaction with Hyundai forklifts and service support; would purchase Hyundai again. Preferred the 8000lb capacity for better maneuverability and performance.

Findings and Observations

The site visits and subsequent feedback revealed several key insights:

  1. Performance: Across all locations, there were no significant issues with the forklifts being underpowered or failing to meet lifting requirements.
  2. Service Issues: The major challenge was poor service and parts availability, leading to prolonged downtime and dissatisfaction. In contrast, locations that switched to other service providers reported significantly better experiences.
  3. DEF System Issues: The DEF system on their diesel engine had been improperly maintained over time, which caused some forklifts to go into limp mode and due to a serviceable part, which was misconstrued as underperformance.
  4. Maintenance Practices: Inadequate adherence to recommended service intervals further exacerbated the problems, particularly at Site 1.

Recommendations

  1. Transition to Kubota Diesels or Propane Units: Transition to standardized fleet, tailored to site and operators to ensure a more reliable performance.
  2. Adherence to OEM Service Intervals: Emphasize the importance of maintaining recommended service schedules to prevent equipment downtime and prolong the lifespan of the forklifts.
  3. Enhanced Support for Site 1:
    1. Expedite parts supply to minimize downtime.
    2. Provide oversight and technical support to both service provider and the site to address service gaps.
    3. Establish a direct line of communication with the factory to resolve issues swiftly and efficiently.

The Result

The systematic evaluation and tailored recommendations addressed the unique challenges faced by each location. By implementing these strategies, the lumber supplier can enhance forklift performance, reduce downtime, and ensure a more consistent and reliable service experience across all their sites. Feedback from the site visits indicated that, aside from the issues at Site 1, the other locations were generally satisfied with their Hyundai forklifts and service support, with many expressing a willingness to purchase Hyundai equipment again in the future.