Case Study: Excavator Parts Supply Service for Indonesian Customer
#Service Cases ·2026-10-16 15:37:19
Case Study: Excavator Parts Supply Service 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-scale earthmoving. As the equipment's operating hours increased, the machine entered a concentrated maintenance cycle, requiring replacement of wear parts such as oil filters, diesel filters, air filters, hydraulic filters, bucket teeth, track pins, oil seals, and hydraulic seals.
When sourcing locally, the customer encountered several problems: some part models were not fully available, quotes varied significantly between different suppliers, 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 providing stable long-term supply, accurately matching the machine model, and safely delivering 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 mainly involving soil, vegetation, and earthmoving
II. Customer Pain Points
During communication, the customer raised several clear requirements.
First, the part models must match accurately. There are many excavator brands in the Indonesian market, and the customer was concerned about shipping the wrong models, which would make the parts impossible to install and delay equipment maintenance.
Second, local parts supply was unstable. In remote areas, procurement cycles are long, and commonly used wear parts are often out of stock, affecting equipment maintenance plans.
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 repeatable 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 cargo condition could be confirmed before shipment.
Figure 2: The customer sent photos of the excavator nameplate, machine body, or damaged part areas 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, nameplate photos, 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 shipment based only on experience.
For key parts such as bucket teeth and seals, we specifically confirmed the compatible machine models, installation positions, and quantities. For wear parts such as filters, we recommended that the customer stock appropriately according to the maintenance cycle to reduce logistics costs caused by frequent subsequent orders.
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