The problem: getting service knowledge to the people who need it
A technician troubleshooting a fusion machine might need a detail from a manual, a repair the team had seen before, or advice from someone who knew the equipment inside out. That knowledge lived in different places, and much of it lived in a few experts' heads. McElroy wanted its whole service network to draw on all three while working through a problem.
How we worked together
McElroy brought the equipment knowledge. Mechro worked inside its service operation to organize manuals, past repairs and expert guidance into a thought partner that service teams could ask about the machine in front of them. McElroy put it out under its own brand: McElroy Intelligence.
What the video shows, in order. On a dark screen a text box reads “Ask or upload anything”. Someone types “My machine is idling rough” and presses Send. A clarifying question appears: “What type of machine are you using?” They drop in a photo of a green machine, and the assistant asks “This looks like a TracStar 618i?”, which they confirm. An answer scrolls by that cites the operator’s manual by page: how to reach the air filter housing, where it is on the engine side, the part number of the air cleaner canister and filter, and how often to replace it. They press Start Case. The case opens with Overview, Diagnostics and Documents tabs. Under Diagnostics, a card marked Most likely reads “Fuel delivery restriction or air in fuel”: a plugged in-line fuel filter or engine fuel filter element, water or debris in the fuel filter pot, or air drawn in on the suction side, starving the engine at idle, with the reasoning and a link to the operator’s manual, page 75. A second card, marked Possible, reads “Intake or exhaust restriction”. Two drawings from the manual follow, the engine side and the carriage side, with lettered parts. Then the words “70 years of experience at your fingertips” type out on the dark screen and fade. A collage of McElroy photographs from across the decades follows: an early machine beside its manual, crews fusing pipe in the field, people at a workbench and wiring diagrams. It ends on the name McElroy Intelligence. Music plays throughout; no one speaks.