Terex Connect and Ask Terex digitally deliver the company’s experts right to the jobsite
To enable customers to get the most from their equipment and operations, Terex Materials Processing (MP) has developed new digital tools to enhance the jobsite.
One of the newest support solutions from Terex MP is Terex Connect, a tool that allows Terex technicians to virtually see on-site issues through live video and interact with augmented reality (AR) annotations, providing faster, more accurate diagnostics without needing to send an engineer on-site.
This technology was recently used to solve a complex wiring issue on a machine in Italy from a Terex help desk in Northern Ireland, highlighting the power of remote support and real-time troubleshooting. Another new solution is Ask Terex, a multilingual Artificial Intelligence (AI) platform trained on extensive machine documentation and data.
Designed to provide quick, intelligent responses to all support machine related questions, Ask Terex searches Terex MP equipment manuals and delivers solutions to questions in an average of about seven seconds. Available 24/7, the platform not only offers instant solutions but also provides direct links to the source documents for further reference.
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“What we are highlighting are the tools and systems that truly set us apart in the industry. From digital solutions that maximize machine uptime to e-commerce platforms that streamline parts ordering, we are focused on helping our customers get the highest return on their investments,” said Pat Brian, Vice President of Terex Aggregates.
“By integrating the latest technologies across all our brands, we’re providing our customers with everything they need to thrive in an increasingly digital world.”
Central to Terex MP efforts in supporting customers throughout the entire machine lifecycle is leveraging telematics data to provide real-time insights into machine performance.
With more than 15,000 connected assets across 145 countries, Terex MP offers customers visibility into customer fleets with data distilled into actionable intelligence through tools, such as the My Terex customer fleet app, which simplifies key performance indicators and provides users with diagnostic trouble codes, utilization charts and service reminders.
The Terex Connected Dealer Inventory (CDI) system leverages the telematics information by using telemetry data to predict the parts required for upcoming service intervals. This automated system helps Terex MP distributors maintain optimal inventory levels and ensures customers receive the right parts when they need them.
The CDI tool is also integrated with a parts finder tool to enable distributors to easily locate and request stock across different locations, significantly speeding up repairs and minimizing downtime.
Other support tools offered by Terex MP brands include the Terex eCommerce platform, which allows customers to order parts while accessing up-to-date manuals.
Users can search for parts by machine model, serial number or through a visual search, where they can capture or upload an image from their device.
As well, the My Terex portal provides direct access to sales, marketing and aftersales documents, along with detailed information on orders, shipments and invoices.
Alongside the new digital solutions, Terex MP has opened a new parts facility in Louisville, Kentucky in late 2024.
This 12,500 square-metre warehouse has consolidated parts for Terex MP brands under one roof, improving operational efficiency and reducing transportation costs.
Equipped with the latest technology including an automated parts picking system and parts photo booth, the facility will follow the best practices established at the Terex Global Parts Distribution Centre in Northern Ireland, ensuring availability and quicker response times for customers across North America.
“Customer support is at the heart of everything we do, and the opening of our new Louisville facility is just one example of our ongoing commitment to making sure our customers always have access to the parts and services they need,” Brian said.
“Whether it’s our digital tools or advanced parts distribution, we are constantly looking for ways to deliver greater value and support to our customers.”
