AGCO Improves Service Resolution Time and Technician Productivity with Mize

Background

AGCO is a $10B+ global leader in the design, manufacture and distribution of agricultural solution.  The company’s Massey Ferguson, Challenger, Valtra, Fendt, and GSI brands are sold and serviced through a network of 3,100 dealers and distributors spanning 140 countries.

Challenges

AGCO faced a significant challenge to delivering timely and effective service to its customers.  At issue, the company’s dealer technicians had to interact with several disparate systems to obtain the information required to inspect, repair, and maintain AGCO equipment which severely limited their productivity.   ACGO required a single seamless platform in all languages required to support all the regions globally.   The new solution also needed to support a 40% offline/disconnected workforce with automatic content synchronization.

Solution

AGCO turned to Mize for the roll-out of AGCO’s Tech Connect web and mobile application to its dealer network across all regions and brands.  With the Mize enabled solution, a single user can easily leverage knowledge from multiple experts to focus on a single service incident without lag times. Tech Connect is developed on Mize’s Connected Customer Experience platform utilizing Mize’s Knowledge, Support, Inspections, and Service Smart Blox.

The Mize solution provides single interface access to real-time machine operation and performance data, Service Manuals, Parts Catalogs, Knowledge Objects, Enhanced Schematics, and Machine specific service checklists. Technicians also have offline and online access to information related to inspections, repair, and maintenance.  Parts and Service Quoting tools enable the generation of dynamic post inspection quotations, compete with replacement parts and labor estimates required to repair/correct the issues discovered.  The Mize platform also includes predictive and preventative tools that integrate with IoT technologies to optimize equipment performance by determining, predicting, and avoiding machine and part failure based on analysis of warranty and performance data.

Results:

AGCO realized several benefits by implementing the the Mize Connected Customer Experience Platform and related Smart Blox including:

  • Increase Parts and Service Sales
  • Increase Productivity of the field technicians from performing their jobs more efficiently
  • Reduce support cost to AGCO from Streamlined Support Incident management
  • Reduce interface points for Dealers to obtain information access – Online / Offline
  • Reduce publishing costs

Through the help of Mize software, Tech Connect facilitates the spread of knowledge across and between AGCO’s dealers as well as links different information types together to form a complete service-picture for AGCO technicians. This comprehensive service-picture provides more comprehensive, proactive solutions to problems which helps technicians solve problems faster, reduce customer downtime and boost customer productivity.