Not Quite Magical: How Technicians Get Service Information

Not Quite Magical: How Technicians Get Service Information

Companies that use new technology to serve customers are more likely to outlive those who can’t, and the sooner they deliver the product, the better for them. To secure Caterpillar’s future and support our customers, we continue to prioritize digital technology by investing in integrated technologies that enable us to produce the world’s smartest steel.


In the 1980s, like many manufacturers, Caterpillar sent tons of printed parts and service information to dealers every month. We needed more than just new parts and service information. Add thousands of updates per year to existing and legacy products and the volume of data is staggering.

To cope with mountains of printed paper, Caterpillar switched to CD libraries in the early 1990s and later turned to print-on-demand solutions. However, the volume of information continued to grow and the need for a portable digital solution was evident.


Photo by Caterpillar

SIS is Caterpillar’s platform for delivering critical technical information that service providers and customers around the world need to keep their Cat® products running. SIS was born about 30 years ago when the first CD maintenance and repair libraries were sent out to resellers, replacing volumes of printed paper. It contains information about Cat products from 1977 to the present and is the equivalent of over 25,000 books.

Photo by Caterpillar

Today, SIS 2.0 is a scalable cloud platform that provides a simplified and mobile-optimized navigation and search interface for commonly used technical details and service information. This gives dealers and customers the ability to create a parts list and order parts through our e-commerce sites with just one click.


Small retail customers are often consumers who repair and maintain their machines themselves. On the other hand, we have very large clients (such as large mining companies) who hire their own specialists to service their machines and engines. In either case, customers need to access their own service and repair information from SIS, which they can only get from their local Cat dealer.


Many Cat dealers and customers operate in remote areas without Internet access. Until recently, Caterpillar provided service information via USB for offline access. Earlier this year, we introduced a new application that now serves as a standalone SIS solution, effectively replacing USB SIS. Available for IOS, Android, and Windows devices, the SIS2GO app offers an efficient, efficient, and mobile-optimized offline user experience.


By using connected resources and easily accessible applications, users benefit from reduced unplanned downtime, increased productivity, and enhanced security. And because SIS seamlessly integrates with, it’s easier than ever for buyers and sellers to order the right parts, delivered at the right time, to the right place.


Caterpillar works hard every day to improve the customer experience and implement technology advancements that help customers achieve their goals. With the best minds in the industry and a management team dedicated to changing technology, the future of our integrated digital world looks bright.

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