Case Study: Excavator Parts Supply Service for an Indonesian Customer
#Service Cases ·2026-10-16 15:37:19
Excavator Parts Supply Service Case Study for an Indonesian Customer
——From Jinan to Jakarta: A Cross-Border Delivery of Filters, Bucket Teeth, and Seals
I. Customer Background
The customer is located in Riau Province, Indonesia, and uses a small excavator for land clearing, farmland improvement, and small earthmoving operations. As the equipment's operating hours increased, the machine entered a concentrated maintenance cycle and required replacement of wear parts such as oil filters, diesel filters, air filters, hydraulic filters, bucket teeth, track pins, oil seals, and hydraulic seals.
When purchasing locally, the customer encountered several problems: some part numbers were not fully stocked, quotations from different suppliers varied widely, parts compatibility was difficult to confirm, and there were concerns about purchasing parts with large dimensional deviations and short service life. The customer hoped to find a Chinese supplier capable of stable long-term supply, one that could accurately match the machine model and safely deliver the parts by sea to Jakarta or Surabaya Port.
Figure 1: A small excavator in Indonesia working on farmland/land-clearing sites, with working conditions dominated by soil, vegetation, and earthmoving
II. Customer Pain Points
During communication, the customer raised several specific requirements.
First, the part numbers must match accurately. There are many excavator brands in the Indonesian market, and the customer was concerned about shipping the wrong model, which would make the parts impossible to install and delay equipment maintenance.
Second, local parts supply was unstable. In remote areas, procurement lead times are long, and commonly used wear parts are often out of stock, affecting maintenance schedules.
Third, the customer wanted to control procurement costs. This was not a one-time purchase; the customer hoped to establish a long-term replenishment channel, so transparent pricing, standardized packaging, and repeat ordering were needed.
Fourth, cross-border logistics needed to be clear and controllable. The customer wanted to know how the parts would be shipped from China, whether they could be delivered to Jakarta or Surabaya, and whether the condition of the goods could be confirmed before shipment.
Figure 2: The customer sent photos of the excavator nameplate, machine body, or damaged part locations for remote model verification
III. Service Process
1. Verify the machine model first, then confirm the parts list
The customer provided the excavator brand, model, engine model, photos of the machine nameplate, and a list of parts to be replaced. We checked the filter specifications, bucket tooth models, seal dimensions, and track pin parameters one by one according to the machine model, avoiding shipping based on experience alone.
For key parts such as bucket teeth and seals, we specifically confirmed the compatible machine model, installation position, and quantity. For wear parts such as filters, we advised the customer to stock appropriately according to the maintenance cycle to reduce logistics costs from frequent subsequent orders.
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