Data Fidelity

RER: Now many manufacturers offer their own unique telematics systems. What is unique about JLG’s ClearSky?

Statler: The JLG ClearSky Smart Fleet IoT platform was built in-house from the ground up, driven by the need to deliver a solution that provides the level of experience, service and support JLG customers deserve and expect. Being integrated into JLG’s Online Express e-commerce platform, we have been able to scale and streamline lifecycle management and servicing of JLG equipment through a seamless digital experience, with robust data that only an OEM could directly provide. 

How has ClearSky evolved since it was first introduced a number of years ago?

Statler: ClearSky Smart Fleet is JLG’s third iteration of a connected products solution. During that time, we learned two key principles:

• Connecting products is the price of entry. That is why JLG offers ClearSky Smart Fleet standard on most boom lifts, scissor lifts and telehandlers. Customers expect a machine to come with four tires, and now they can also expect it to be capable of being connected to an IoT platform.
• JLG had to control its own digital destiny. To provide the experience that our customers expect, we built the solution in-house versus outsourcing our digital customer experience. 

Last year, you said you have two-way connectivity between machines. So what, practically, does that mean? Obviously somebody at the shop is receiving communication from the machine, informing them with data about what’s going on with the machine. So what is “two-way” connectivity?

Eckel: Traditionally, connected products would have basic telematics that would provide a one-way data feed for someone to digest and interpret. But, JLG’s ClearSky Smart Fleet discovered an unmet need in the market. Now, customers can use a proprietary mobile app to interact with nearby machines using various technologies (Bluetooth, Wi-Fi, etc.). The advantage is that the connected product does not require a cellular signal in order to benefit from our digital product.

Additionally, customers can interact back and forth with their assets to locate a machine with audio/visual cues, use digital analyzers and readers and even identify machines with nearly any type of machine information. This unparalleled level of communication is a completely unique feature to ClearSky Smart Fleet and JLG.

Two-way IoT refers to a communication model in which devices can both transmit and receive data. This allows for real-time interaction, remote asset control, and enhanced decision-making, enabling customers to troubleshoot remotely and save valuable time and money on historically manual processes.

You said with the JLG IoT platform has more than 20 distinct features, of which telematics is only one. What else does it have and how are you “changing the conversation about what telematics looks like on the jobsite?”

Eckel: The ClearSky Smart Fleet concept is rooted in the desire to build a technological infrastructure in an evolving industry that’s driving toward electrification and automation. Features like Automated Site Networks, Digital Analyzers, Over-the-Air Software Updates and enhanced Machine Location are key factors that are driving jobsite innovation. By connecting machinery, tools and people to digital systems, IoT enables smart, safe and more efficient work conditions.

“Now a rental branch manager or service technician on a jobsite can find a machine with a click of a button.” He’ll get a picture or a map like locating on a cell phone?

Statler: ClearSky Smart Fleet does provide accurate GPS location in the form of a map, but then it takes the ability to locate machines to the next level with “Find My Machine.” When a user is connected to their fleet via the ClearSky Smart Fleet mobile app, an audio/visual cue can be triggered with the touch of a button. The standard beacon will flash and the horn will activate for instant signaling of the machine’s location. Leveraging Bluetooth mesh connectivity, finding the precise location of equipment on the jobsite or any environment has never been more efficient. Additionally, the beacon light can use various colors to quickly identify other relevant machine information, such as active diagnostic trouble codes, fuel level and state of charge, to name a few.

Last year you wrote this: “we are building a solid foundation for deploying generative AI solutions by leveraging basic AI functionality to revolutionize our Assisted Tech Support service with advanced Interactive Voice Response (IVR), a Virtual Assistant (VA) and Voice-To-Text (VTT) transcription. Looking ahead, we will leverage AI to analyze our extensive library of historical case summaries, knowledge articles and technical documentation to help us answer questions and resolve issues.” Perhaps you can explain how you are revolutionizing these services?

Eckel: Integrating systems is critical to success. A significant effort at JLG through our connected and digital strategy is to create a connection between our physical and digital products and experiences so that one consistent data thread ties everything together. We are working every day on stronger data fidelity, increased automation and improved efficiency through that interconnectedness. By integrating our systems, we can provide our customers with seamless business integrations and partnership opportunities — while scaling at the rate that users need us to.

You mentioned last year working to efficiently translate into more languages. How many languages do your programs translate into for machine operators and technicians?

Eckel: The ClearSky Smart Fleet mobile app is currently translated into 13 global languages, with this number set to continue growing.

With an operator manual that’s 100 pages long and a service manual hundreds of pages long, how do you help customers get the exact information they need immediately?

Eckel: ClearSky Smart Fleet is integrated into Online Express, JLG’s 24/7 e-Commerce site, which is best known for providing users with a quick, convenient purchasing experience by giving them the ability to search for parts by serial number, description or part number via mobile, tablet and desktop devices.

But it’s so much more than an online parts ordering system. It’s a resource site designed to fully support customers after the sale. With Online Express, JLG offers users the ability to search our parts catalogs, view interactive parts manuals, search technical publications and use innovative tools like our 3D hydraulic schematics so users are always able to what they need. Online Express also offers access to helpful Technical Tips from JLG’s factory-trained technicians so users are always up-to-speed on the latest news and industry trends.

Users can also access JLG’s extensive Knowledge Base article library through Online Express. Technical experts within JLG author all of the articles, which offer valuable, service-related content in a simple, mobile-friendly format to increase efficiencies when troubleshooting common machine issues. Searching by either codes or keywords, users can use Knowledge Base articles to diagnose possible causes, troubleshoot steps needed to resolve the issue, learn more about any special tools or parts that might be required to complete the work and review additional information that could help get the equipment back to work.

If users need more help than these resources provide, JLG also has a fully-staffed team of customer support professionals available online (through chat and email) or via telephone around-the-clock to answer questions.

In addition to providing users with access to essential technical support resources, Online Express can connect users with valuable training content and product/service informational resources, including safety and service bulletins, as well as inspection forms.

Uptime matters to us, which is why we intentionally designed ClearSky Smart Fleet’s integration with JLG Online Express to truly be a one-stop resource for convenient access to the aftermarket solutions our customers need.

It seems that this year we’re hearing more about equipment theft – I don’t know the statistics, but there seems to be an uptick in that? Have you strengthened your software to combat this trend?

Statler: For decades, JLG has been on the forefront of developing ways to reduce theft. In fact, it was a consideration during the development of ClearSky Smart Fleet on most of our equipment because enabling equipment owners to detect location of their equipment with acute accuracy is the first defense in theft prevention and asset recovery, resulting in significant efficiencies. We’ve seen this successfully leveraged to recover equipment in repossession scenarios.

Any other improvements in your IoT capabilities? What other new developments may be on the horizon in the near future?

Statler: In addition to Digital Access Control mentioned earlier, we are introducing several new features to ClearSky Smart Fleet this year, including:

• Elevation-Based Localization – next level machine location capability, utilizing barometric pressure variables to detect floor height when locating equipment in multi-level conditions,
• Automated Site Networks – Similar concept to “geofencing,” this leverages Bluetooth mesh technology to improve equipment connectivity and streamline asset management on the jobsite, and
• Over-the-Air Machine Software Updates – , Clearsky Smart Fleet enables the ability to utilize cloud delivery of new machine software, drastically reducing the need for physical and time-consuming manual processes.