"We offer our sales partners a very customer-oriented aftersales service, so they can meet, or even surpass, the expectations of our mutual customers in the best possible way," says Torsten Dehner, Vice President Global Parts and EME Parts & Services. "We are continuously working on solutions – including in the digital sector – so our dealers can offer their customers the right services quickly, flexibly and individually. The new Parts & Service World fair is a chance to present our customer-oriented service solutions to trade visitors."
On one of the largest trade fair booths, the AGCO brands presented a number of different customer services, including the Fendt Care warranty extension and the Fendt Certified used machine scheme. New, innovative planning and repair solutions were presented in the workshop area, including the MDI planning tool for spare parts, which both organises and optimises stock at the dealer warehouse. What this does is improve the availability parts, which, in turn, increases customer satisfaction. TechConnect is an app that easily explains technical details and solutions to the workshop staff. Having a app-guided problem analysis tool helps technicians perform repairs faster and better. All in the interests of our customers.
Various diagnostic procedures and tools for vehicle analysis were presented in the Parts & Service World Live Workshop. A Fendt 724 Vario with big baler model 1270S was used to demonstrate a measurement solution using an oscilloscope for troubleshooting in the CANBUS data bus, among other features.
Awards and medals
As well as providing expert information at the trade fair, AGCO also honoured employees of sales partners who have excelled in 2018 with either their sound ideas, team spirit, helpfulness or special commitment to the company. The employees nominated by the dealers were awarded the AGCO Service Excellence Award.
Picture gallery: AGCO Service Excellence Award
The trade fair itself awarded the first Parts & Service World medals. A panel of judges awarded 3 Gold and 15 Silver medals for outstanding technical innovations and smart services. AGCO won 3 of the 9 awards.
Picture gallery: Parts & Service World medals
Gold for digital Aftersales solutions
Together with MDI and TechConnect, AGCO provides dealers with the CITnow app. Workshop technicians can use this app to send a short video to the machine owner, to show them a brief damage analysis of the machine and to make likely repair costs transparent to the customer.
The 2 Silver medals went to Fendt's sister brand, Valtra, for its virtual training solutions for service technicians and for using 100% renewable fuels for the first tank on delivery.