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       CASE STUDY

      AGCO

      AGCO Improves Service Resolution Time and Technician Productivity with Mize  

       

      AGCO is a $10B+ global leader in designing, manufacturing, and distributing agricultural solutions. 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.

       

      Challenge

      AGCO faced a significant challenge in 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, severely limiting their productivity. AGCO 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.

       

      Result

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

      Through Mize software's help, Tech Connect facilitates the spread of knowledge across and between AGCO’s dealers and 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.

      Benefits included:

      • Increased Parts and Service Sales
      • Increased productivity and efficiency of the field technicians
      • Reduced support cost to AGCO from streamlined support incident management
      • Reduced interface points for Dealers to obtain information access – Online / Offline
      • Reduced publishing costs.
      Mize Connected CX enhances our Service Technician's productivity by providing readily available technical product information from a single-source database, accessible by mobile devices.
      Bill Fitzgibbons
      Vice President Global Dealer Technical Support
       

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