Having the right technology can help you maximize productivity, but don’t overlook this important detail.
It was a warm, sunny day in central California. A couple of survey crews were working on a topo with GNSS. The environment was challenging, with thick canopy and significant multipath.
One crew was using new survey equipment. They were able to get a position fix in most areas and were moving along quickly.
The other crew was struggling. After trying unsuccessfully to troubleshoot the problem on their own, they made a call to their Leica technical support specialist, Russell Snell. “We did some checking, and the one GNSS receiver was not up to date with the CCP and had an old firmware,” says Snell. “The crew didn’t realize there were such big changes to the RTK performance with the newer firmware.”
What is a CCP?
A customer care package (CCP) is an add-on to a technology investment that typically includes maintenance and warranty plans, access to support and troubleshooting resources, and regular firmware and software updates.
“The survey crew didn’t realize there were such big changes to the RTK performance of their GNSS equipment with the newer firmware.”
—Russell Snell, Technical Support Specialist/Sales Engineer
CCPs from Leica Geosystems encompass both product and customer care. They are available for total stations, GNSS systems, digital levels, controllers, 3D laser scanners, and software. You can specify different durations and coverage levels, from basic customer support and software maintenance to comprehensive gold-standard programs that include extensive training, consulting, and access to local support as an extension of your team.
Why Neglecting Your CCP Can Be an Expensive Oversight
Snell, who is now a sales engineer for Leica Geosystems, notes that some companies decide to forego the CCP when making a technology investment. In other cases, firms either aren’t aware of all the benefits available to them under their CCP, or don’t have a process in place to take advantage of them.
Regardless of the reason, the oversight can be costly.
“I know of companies that have lost money on projects because of outdated firmware or an instrument that has gone out of spec,” Snell says.
The company working on the topo project was fortunate – they already recognized the value of investing in and maintaining a CCP. As soon as the crew upgraded the firmware on the older unit, they doubled their productivity.
From there, the firm implemented a process that involved tracking and adhering to the recommended service dates and maintenance schedules for their equipment in Leica myWorld, as well as updating the firmware and software anytime new releases were available.
“It made a big difference for them,” Snell says.
How Your CCP Gives You a Significant ROI
The decision of whether to purchase a CCP can be a source of contention for some firms. If you’re already making an investment in technology from a trusted, reliable manufacturer that is known for providing excellent customer service, why would you need a CCP?
Burke Asay, survey product manager for Leica Geosystems in the U.S. and Canada, notes that this line of thinking misses the point. “A CCP isn’t just for standard maintenance and service,” he says. “It goes beyond the essentials to provide the next level of support.”
Product Care Benefits
On the product care side, the benefits are substantial. “With a correctly implemented CCP, it’s easy to keep your survey equipment running at optimal performance because tune-ups and calibrations are just part of your standard operating procedure,” says Asay. “You can make sure your teams are fully trained on the technology, and you know you have access to top-level support whenever you need it. You don’t have to worry about outdated firmware or software.”
“When you think about the money you could potentially lose when you’re in that bind, when your project goes over budget, when you go past the deadline, when you’ve got to take your instrument in and pay up front for service or repairs—the cost of a CCP more than pays for itself.”
—Russell Snell, Technical Support Specialist/Sales Engineer
“But even more than that, it keeps you at the forefront of innovation,” he adds. “As part of our sustainability focus, Leica Geosystems regularly develops improvements that can be added to the technology through firmware updates available through your CCP. These updates can give you new capabilities and efficiency that would otherwise require additional investments in hardware.”
Customer Care Benefits
From Snell’s perspective, the customer care benefits of a CCP are even more valuable. “We spend a lot of time actively consulting with customers,” he says. “This might involve assessing their overall workflows and offering suggestions to improve their processes. We provide guidance on specific projects—how to approach it, how to increase efficiency, how to overcome challenges they encounter. We become an extension of their team, and they know they can count on us.”
How to Avoid Problems and Optimize Your Team’s Capabilities
Survey work is challenging enough without unexpected delays due to outdated firmware or out-of-spec instruments. Investing in a CCP and actively managing the benefits gives you peace of mind that you and your survey team will be able to complete every project at the highest level of quality and productivity.
“When you think about the money you could potentially lose when you’re in that bind, when your project goes over budget, when you go past the deadline, when you’ve got to take your instrument in and pay up front for service or repairs—the cost of a CCP more than pays for itself,” says Snell.
“I don’t think a lot of firms necessarily appreciate their CCP and what that brings to the table until they’re in that position,” he adds. “But then it becomes invaluable.”
To talk to one of our experts and learn more about ways to optimize your surveying potential, please contact us.
