Terex Materials Processing (MP) is enhancing jobsite efficiency with a suite of advanced digital tools designed to maximize machine uptime and simplify operations for customers worldwide.
One standout innovation is Terex Connect, a remote support platform that allows technicians to diagnose on-site issues via live video feeds combined with augmented reality (AR) annotations. This cutting-edge technology enables faster, more precise troubleshooting without dispatching engineers to the field. A recent success story saw Terex experts in Northern Ireland resolve a complex wiring problem on a machine in Italy remotely, showcasing the power of real-time virtual support.
Complementing this is Ask Terex, an AI-powered multilingual platform trained on Terex MP’s comprehensive machine documentation. Available 24/7, Ask Terex swiftly delivers intelligent responses to equipment-related queries by scanning manuals and providing solutions in roughly seven seconds. The platform also links users directly to source documents for deeper insights.
Pat Brian, Vice President of Terex Aggregates, emphasized the company’s commitment: “We’re focused on providing tools and systems that set us apart—digital solutions that maximize uptime, and e-commerce platforms that simplify parts ordering—helping customers get the most from their investments.”
Central to Terex MP’s customer support is the strategic use of telematics data. With over 15,000 connected machines in 145 countries, Terex MP offers fleet visibility through the My Terex app. This intuitive tool delivers key performance indicators, diagnostic trouble codes, utilization charts, and service reminders, all distilled into actionable insights.
Supporting distributors, the Terex Connected Dealer Inventory (CDI) system leverages telemetry to predict parts demand ahead of service intervals. By automating inventory management and integrating with a parts finder tool, CDI helps distributors maintain optimal stock levels and locate parts across locations quickly—minimizing downtime for customers.
Additional digital services include the Terex eCommerce platform, where customers can order parts and access up-to-date manuals. The platform features model and serial number searches, plus a visual search function allowing users to upload images to identify needed parts. Meanwhile, the My Terex portal offers direct access to sales, marketing, and aftersales documentation, as well as detailed order, shipment, and invoice information.
In late 2024, Terex MP expanded its support infrastructure with the opening of a new 12,500-square-metre parts warehouse in Louisville, Kentucky. This state-of-the-art facility consolidates parts for all Terex MP brands under one roof, enhancing operational efficiency and lowering transportation costs. Equipped with automated parts picking and a parts photo booth, the Louisville hub follows best practices established at Terex’s Global Parts Distribution Centre in Northern Ireland, ensuring faster response times for North American customers.
Brian added, “Customer support is at the core of our mission. The Louisville facility exemplifies our dedication to ensuring customers always have the parts and services they need. From innovative digital tools to advanced distribution capabilities, we continuously strive to deliver greater value and support.”
Through these initiatives, Terex MP is reinforcing its leadership in customer-centric solutions, combining digital innovation with enhanced logistics to meet evolving industry demands.
Related topics: