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Manuquip Strengthens Customer Service and Operational Efficiency with Epiroc InSite
Downtime is not an option when customers depend on hydraulic breakers every day on the job site. With Epiroc InSite™, Manuquip Inc. gained real‑time visibility into its attachment fleet, enabling proactive maintenance, smarter decisions and a higher level of service for customers in Quebec, Canada. For Manuquip Inc., one of Canada’s leading distributors of construction equipment and hydraulic attachments, delivering reliable uptime and professional customer support is non-negotiable. As their hydraulic breaker business has grown rapidly over the past years, so has the need for smarter tools to manage fleet visibility, service planning, and customer interactions. To meet these demands, Manuquip chose to implement Epiroc InSite™, a digital platform for connected attachments – transforming the way they track equipment, support customers, and collaborate with Epiroc. Before adopting Epiroc InSite™, much of the attachment tracking was done manually. Working hours, service intervals, and equipment locations were often handled through spreadsheets or direct customer contact, making it difficult to be proactive.
“As our business grew, and with customers depending on breakers every day on the job site, we needed accurate data to avoid downtime and urgent repairs. Manual tracking simply didn’t scale anymore. Our customers now expect tracking as standard. It’s no longer optional – it’s part of being professional,” said Pascal Durocher, technical support specialist, responsible for hydraulic attachment sales and service at Manuquip. After implementing Epiroc InSite™, Manuquip was able to shift from reactive to proactive support by monitoring working hours and usage patterns. The system allows the team to plan service activities before any failures occur which helps customers avoid costly downtime. “Customers rely on us to keep their equipment running! By knowing exactly how much a breaker has worked allows us to schedule maintenance before it becomes urgent,” added Mr. Durocher.
Another benefit with Epiroc InSite™ is the centralized view of the attachment fleet, combining usage data, geolocation, and service-related information in one system. The real-time mapping, allows technicians and support staff to locate attachments quickly and resolve issues directly on site. “There have been cases where equipment was thought to be lost or stolen, where we could use Epiroc InSite™ to immediately verify the location and avoid unnecessary escalation with the customer. That saves time, stress, and cost – for both us and the customer,” said Franklin Martinez, technical product specialist at Epiroc. Manuquip and Epiroc are currently exploring how to further use the system for geofencing, service alerts, and digital service records to strengthen the partnership and create a customer experience for the future. “We share feedback from daily operations with the Epiroc team, and we see those insights reflected in how the platform evolves. Being able to grow digitally together creates trust and helps us deliver better service,” concluded Pascal Durocher.
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The transition began around 2019–2020, as Manuquip was among the first companies in Québec to adopt HATCON™, advanced tracking technology for hydraulic attachments. Today, all new attachments are delivered with tracking devices included; not only for Epiroc products, but also for other brands supported by Manuquip.
The platform also supports internal decision-making. The fleet inventory overview helps Manuquip Inc. understand which breaker models are most used, how intensively they operate, and which units to prioritize in stock.
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