AGCO Parts recently presented “Changing the Customer Experience: An AGCO Case Study,” to attendees of the Association of Equipment Manufacturers (AEM) Customer Support Seminar in Milwaukee. The AEM Customer Support Seminar invites industry leaders to provide presentations, case studies and examples of technology working with dealer networks, the workforce and customers for company excellence.
Jennifer McMahan (Whitfield), Director of Customer Experience for AGCO Parts, NA, spoke to industry participants on Sept. 26 about how focusing on customer experience instead of customer service can transform an organization.
“Customer service needs to be effective, efficient and responsive since it builds your customers’ confidence in doing business with you,” said McMahan. “But, customer experience is more than just great customer service, it’s how your customers ‘feel’ about doing business with your company. It’s making sure you have the right people, the right process and the right tools to support your customers’ needs. The ultimate goal of customer experience is reached when your customers become an advocate of your brand.”
Jennifer spoke to a crowd of more than 120 industry leaders about how AGCO Parts, NA has begun to transform its customer experience system through evaluating how AGCO’s people, processes and tools are affecting the dealer network they work with, as well as their customers. “Before, we gave it our best effort and we didn’t have documented processes,” she said. “We had limited cross-functional alignment and communication — informal expectations. Our data and our systems were not aligned with our dealers.” McMahan added, “But now, we have made significant investments to create targeted performance metrics, process adherence and clearly documented expectations. We are investing in tools and systems to be better aligned with our dealers and have monthly scorecards for better transparency of information.”
Jennifer presented a pyramid with several steps to achieving customer advocacy, and noted that we still have a long way to go to truly reach the top in customer experience. But, according to the results we have seen recently, we are well on our way. In 2010, we (AGCO Parts, NA) received best-in-class awards from the North American Service-Parts Conference in recognition for its service, quality and safety.
Additionally, according to the 2011 Heavy Equipment Parts Manager Survey of agriculture and construction companies by Carlisle Research, AGCO Parts experienced a double-digit increase in overall satisfaction. In addition, overall availability satisfaction rose 10 points, and new-model availability increased 12 points, according to the survey.
“It makes a difference if you take the time to be your own customer,” concluded McMahan. She challenged the attendees to take a hard look at the way customers interface with each of their companies to encourage the same growth that AGCO Parts continues to strive toward.
Do you have a customer experience story of a time when a company’s people, processes, and tools resulted in an outstanding customer experience? Share your story with us on Facebook.
AGCO Parts will be introducing an innovative baler twine product called Giant Spools to North America this fall. Part of the new series of AGCO Advanced Baler Twines, Giant Spools increases the amount of running time by as much as 38 percent compared with standard spool sizes, helping hay producers reduce the amount of time spent loading baler twine.
Designed to fit only the industry-leading, new generation of Massey Ferguson® and Challenger® large square balers, the AGCO Advanced Giant Spools of baler twine provide a competitive advantage over other large square baler systems. The new spools will be available to North America in three sizes:
• 6000/350 – 6,000 feet long with 350-pound tensile strength
• 5500/400 – 5,500 feet long with 400-pound tensile strength
• 5000/450 – 5,000 feet long with 450-pound tensile strength
The Giant Spools also feature Ultra Grip technology, a combination of AGCO Parts’ strongest twine and a polypropylene mixture. The technology reduces slippage and forms a firm, powerful knot with 80 percent more grip at the knot than regular twine. This enables hay producers to create bales that are 15-20 percent more dense than typical bales. In addition, the Giant Spools are protected from light degradation with the same proven UV stabilization as other baler twines from AGCO Parts.
The Giant Spools are currently being tested in U.S. markets, following a successful trial and product launch in the United Kingdom last year. Hay producer Dean Bartram of Ely Cambridgeshire in the United Kingdom said, “I like the Giant Spools because we are able to fill up [the baler] in the morning and don’t have to stop and refill for the rest of the day. We don’t lose time, time that could best be spent on baling.”
Giant Spools will be available for next year’s hay harvest. North American hay producers should contact their AGCO dealer for pre-booking information later this year. The introduction of high-quality, high-value Giant Spools further bolsters AGCO’s position as the market leader in large square baler equipment.
AGCO Parts would like to hear from North American hay producers about their experience using AGCO Advanced Baler Twines and the prospects of having a new product that can increase baling efficiency and productivity. Go to Facebook.com/AGCOcorp or share your comments below.
The AGCO Parts Field Rewards program offers farmers in North America the opportunity to earn up to $500 in AGCO Parts cash with the purchase of any new AGCO Brand equipment from June 1, 2011, through July 31, 2011.
The AGCO Parts Cash can be used to buy genuine original equipment manufacturer (OEM) AGCO Parts. Farmers can count on the consistent OEM quality, dealer availability and competitive prices of authentic AGCO Parts all with a 12-month warranty. AGCO Parts has been recognized for its best-in-class parts quality by the North American Service-Parts Conference, a leading symposium for the service-parts divisions of prominent original equipment manufacturers in North America.
Farmers can utilize their AGCO Cash for preventative farm equipment maintenance as they prepare for the busy fall harvest season. With preventative maintenance, farmers are able to maximize farm equipment uptime and improve productivity.
In addition to earning AGCO Parts Cash when purchasing new farm equipment, farmers can also enroll their new equipment in the AGCO Parts preventative maintenance program called PM360, and receive additional offers to keep their equipment in top shape. For more on the PM360 program, visit www.agcopm360.com.
AGCO Cash is a certificate redeemable at participating North American AGCO Parts dealers. AGCO Parts Cash cannot be combined with any other promotions. One AGCO Cash certificate per transaction. One redemption per address during each redemption period. $500 AGCO Cash certificate requires the minimum purchase of $1,000 in AGCO Parts.
For more on the Field Rewards program, please contact your local AGCO Parts dealer or visit www.AGCOparts.com.
How will you use your AGCO Parts cash?
Recently, popular farm broadcaster Max Armstrong, host of “This Week in AgriBusiness” visited AGCO’s Parts Distribution Center (PDC) in Batavia, IL, USA, to learn more about the inner-workings of farm equipment parts logistics. Max was also interested in recent service and quality enhancements of AGCO Parts, which have resulted in industry recognition.
His visit included a tour of the Batavia PDC and Customer Service Center. In addition, Max also conducted interviews with some members of the AGCO Parts leadership team. The interviews and tour will be part of a feature on AGCO Parts that will air during this week’s episode of “This Week in AgriBusiness,” a weekly recap of the nation’s top agriculture news, weather and markets hosted by Armstrong and Orion Samuelson.
The program is available online at www.agbizweek.com and also airs four times each week on RFD-TV at:
- 7:00 a.m. (CT) on Saturdays
- 5:30 a.m. (CT) and 8:00 p.m. (CT) on Sundays
- 8:00 a.m. (CT) on Mondays
On April 7th, AGCO Parts held a ribbon-cutting ceremony for our recently renovated Parts Distribution Center (PDC) in Stockton, CA, USA. This is just one of the latest examples of our efforts to provide best-in-the-field customer service and parts quality to our dealers and customers.
Over the past 18 months, we have made significant investments in training our service and support personnel and updating our processes and systems, particularly inventory management. We have actively sought input from our dealers and customers to create the best customer experience possible. Some of our recent improvements have included transforming our parts facilities into full-stocking PDCs, such as the one in Stockton.
By upgrading the facility, we are able to lessen the time it takes to get parts to our dealers and customers. This will help minimize downtime for our customers and help improve their productivity. In addition to reducing delivery time, moving more parts closer to our dealers and customers will lower shipping costs.
The renovations, which took five months to complete, included larger storage racks, additional storage bins, greater
bulk storage capacity and more outside storage. With the additional storage capacity, we doubled our inventory value and will now be able to ship daily orders, fulfill emergency requests and support backorders for AGCO Parts’ customers in other regions.
The 38,500-square-foot Stockton facility is one of nine PDCs in North America. It was previously a Massey Ferguson warehouse. We moved our parts center from West Sacramento to the facility back in 1993 when we purchased Massey Ferguson. The Stockton PDC stocks parts for such farm equipment lines as Challenger, Massey Ferguson, Fendt, Valtra, Gleaner, Hesston, White Planters and Sunflower.
To learn more about our parts programs and promotions, please visit us at www.agcoparts.com.
How does using quality AGCO Parts make your business more efficient? We would like to hear from you. Go to Facebook.com/AGCOcorp or comment below to share your efficiency innovations.