CASE STUDY 1 Challenges In mining, engine failures can cost owners up to $1 million per day. Still, busy drivers often ignore engine system warnings until it’s too late, and the truck engine fails completely. T o help mining customers increase uptime and profitability, Cummins Inc. offers an innovative maintenance service that remotely monitors customer truck engines as they operate in-field. The service’s internal diagnostics proactively monitors each engine’s fault information and live engine data, then sends alerts to customer support agents who triage the data and identify those alerts requiring immediate intervention. In this way, customers can learn about and fix potential issues before they have a chance to erupt into major problems. But ensuring all “Immediate” alerts would

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