Posts Tagged ‘technology’
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.
Not more than a decade ago, farmers were just warming up to the idea of hydraulic and electric guidance to steer their tractors, implements and combines in a consistent, straight line. Ag dealers were finding that “they require precision ag specialist to keep up with the new developments and best serve their customers” says Chad Elmore, managing editor of Farm Equipment. Here at AGCO, our dealers are dedicated to serving your technology needs.
Support after the sale is a crucial part of the equation; AGCO is proud to help serve you, the customer, at your earliest convenience. Elmore continues to say, “today, precision farming techniques are accepted by many in the ag industry and products that make up that segment are being updated continuously.” AGCO Advanced Technology Solutions is constantly working to provide our customers with cutting edge technology to save you money and more importantly, time, so you can spend time with the ones you love – not just the tractor you love!
Dave Swain, Technology Marketing Specialist – HHP Tractors says, “More farmers are running multiple machines in different areas and they need to know what’s going on with each piece of equipment. Telematics will play a big role in agriculture. There’s a lot of data being generated by machines that can be used by the farm operator to make decisions ranging from equipment stylization to maintenance.”
Our AgCommand telematics service monitors engine and transmission status, machine location, combine operation information along with other data. The user can see the information on their computer through the internet or receive SMS messages via cell phone.
AGCO has many different telemetry and guidance products to help you become more efficient in your farming tactics. Please visit your local dealer or our website at www.AGCOTechnologies.com to see how we can help you increase your margins and spend more time with your loved ones!
What will you spend your saved time on?
Would you like to be considered for the AGCO Advanced Technology Solutions Consumer Research Panel? Apply on Facebook to voice your opinion! We are looking for several more applicants from all around the world.
There has been a recent stir about farmers using Apps to help them on the farm. It makes sense right? If a stock broker can check the market with the touch of a button, why can’t a farmer check the moisture level in his soil? Well now he can! Ever since Verizon rolled out the iPhone 4 earlier this year, more agriculture Apps have been popping up than ever.
If you have the ability to download and utilize Apps and have yet to do so, you will be by the end of this article. There are Apps for everything from playing Scrabble with your friends around the globe to locating the lowest gas price in your vicinity. These have been around for a few years, but Agriculture Apps have recently been catching on and spreading like a wild fire.
Here are my top 5 favorite FREE Agriculture Apps.
1: SoilWed – GPS based, real-time access to USDA-NRCS soil survey data, formatted for mobile devices. This application retrieves graphical summaries of soil types associated with the user’s current geographical location. Images are linked to detailed information on the named soils.
3: Dupont Tankmix: Allows you to easily calculate the amount of product you will need to treat a specific field area, the amount of product you need to apply to a specific tank size, the amount of water you will need to treat a specific area or the amount of product you will need to get the desired volume to volume ratio.
4: AGWired: The first agricultural media app for the iPhone. The app offers one-touch access to all the latest news and information in the agribusiness and agricultural marketing world posted on Agwired.com
5: ArcGIS: ArcGIS is a great way to discover and use maps. You can query the map, search and find interesting information, measure distances and areas of interest and share maps with others.
These are just a few in the growing sea of Agriculture Apps. Farmers now have the ability to look up crucial information on their phone, in the field. To think 10 years ago one couldn’t even get DSL in rural areas, mobile technology has come leaps and bounds from where it was just a few years ago. If you could invent an Ag App, what would it be?