Terex Materials Processing: Accelerating Aftersales Capabilities and Maximizing Uptime with Aquant

About the Company

Terex Materials Processing (Terex MP) is a global leader in materials processing equipment serving industries such as quarrying, mining, recycling, and construction. The company prioritizes machine uptime and customer satisfaction through innovative service solutions for dealers and end customers.

Challenges

• Increasing Machine Complexity
• With growing machine variations and sophistication, technicians struggled to diagnose and repair efficiently—delaying issue resolution.
• Disparate Information Systems
• Inconsistent knowledge sharing across internal teams, dealerships, and customers led to a fragmented experience.
• High Customer Expectations
• Machine downtime meant lost revenue for customers, creating intense pressure for quick, accurate resolutions.

Why Terex MP Chose Aquant

After a rigorous platform evaluation, Terex MP selected Aquant due to:

• Proven success in servicing complex machinery
• Custom-fit AI tools for the industry
• Strong customer support during the proof-of-concept phase

“The quicker we can support the dealer, the quicker we can fix the customer machines on-site. Aquant enables that.” — Wallace Mahaffy, Technical Training Manager

“This is where you see the difference between a supplier selling a product and a partner implementing a solution.” — Marco Piovano, VP of Parts & Solutions

‍

Key Outcomes

• Up to 70% Faster Troubleshooting
• Aquant reduced time to locate solutions by up to 70%, delivering responses in 7 seconds or less.
• Multilingual, Intuitive AI
• Dealer engineers appreciated Aquant’s ease of use and multilingual capabilities, streamlining service across global regions and boosting dealer satisfaction.

How Terex MP & Aquant Drove Seamless Implementation

• Global Pilots
• Trials spanned dealerships in Australia, Texas, and South America to ensure functionality and gather feedback.
• Proactive Training & 24/7 Support
• Aquant’s customer success team offered personalized onboarding, training, and system optimization. Their round-the-clock support minimized disruption across time zones.

“The Aquant team’s customer success managers have been an absolute pleasure to work with. After the initial call, they jumped on a plane to see how we actually work—it was the first sign of a great partner.” — Wallace Mahaffy

‍

Impact

• Faster Repairs, Higher Uptime
• Dealers now resolve issues faster and more accurately, reducing downtime and maximizing equipment performance.
• True Collaboration
• Aquant’s on-site visits, tailored training, and dedication helped build a long-term partnership rooted in success.