Caterpillar
Transforming equipment ownership through a connected service platform
Overview
Caterpillar customers rely on complex equipment that requires ongoing maintenance, parts replacement, service scheduling, and operational oversight.
Historically, much of this information lived across maintenance manuals, parts catalogs, service centers, and support channels. Customers often spent significant time searching documentation, contacting dealers, locating parts, and coordinating maintenance.
Working across product, UX, engineering, and global stakeholder teams, we helped transform this experience into a connected digital platform that simplified equipment ownership and reduced operational friction.
The challenge
Managing heavy equipment involves far more than operating a machine. Customers needed to search maintenance manuals, identify replacement parts, locate authorized service centers, schedule appointments, track machine health, register equipment, monitor service history, and contact support for troubleshooting.
Many of these tasks required navigating multiple systems, reviewing technical documentation, or spending time on phone calls with service representatives. The result was a fragmented customer experience that increased support costs and slowed problem resolution.
Our approach
Rather than simply digitizing existing documentation, we worked to create a connected service ecosystem that brought together machine data, maintenance workflows, service operations, and customer self-service experiences.
Digital maintenance & troubleshooting
Partnered with global teams — including contributors who maintain Caterpillar's service documentation — to transform traditional manuals into a modern digital experience.
- Maintenance procedures and troubleshooting workflows
- Guided service information and instructional videos
- Interactive diagrams
- Equipment-specific recommendations
Parts identification & ordering
Streamlined parts management so customers could move from diagnosis to resolution significantly faster.
- Identify compatible parts and search catalogs
- Order replacement components
- Select local pickup options
- Arrange delivery from participating dealers
Service center integration
Connected customers with local service providers through a unified experience, reducing administrative friction.
- Locate authorized service centers
- Schedule maintenance appointments
- Request service support
- Track service activity and repair history
Connected equipment management
Gave customers a centralized view of their equipment instead of managing information across multiple systems.
- Equipment registration and ownership records
- Maintenance tracking and service scheduling
- Machine health monitoring and location visibility
- Service history management
Agent & technician enablement
Improved internal workflows by giving support teams unified customer, machine, and maintenance information.
- Reduce support call times
- Resolve issues more efficiently
- Deliver more accurate recommendations
- Access relevant service data faster
Collaboration across global teams
- Product leadership
- UX teams
- Engineering organizations
- Service operations
- Dealer networks
- International stakeholders
- Documentation teams in Europe
Results
- Reduced reliance on support calls
- Improved self-service capabilities
- Faster parts identification and ordering
- Simplified maintenance management
- Better technician and agent workflows
- Centralized equipment visibility
- Enhanced customer ownership experience
Why it matters
Many organizations have valuable operational knowledge trapped inside manuals, legacy systems, and disconnected processes.
Caterpillar's success came from bringing product strategy, user experience, engineering, service operations, and customer workflows together into a single platform.
This is the same approach Jetty Logic brings to clients today: helping organizations modernize complex experiences by connecting systems, teams, and technology into solutions that create measurable business value.
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