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“The number one thing our customers ask for is uptime,” says Mark Germain, director of customer and product support, John Deere Construction & Forestry. “If they’re not working, they’re not earning.”
Which is the main impetus behind one of Deere’s primary thrusts at ConExpo 2014, its Ultimate Uptime customer support system. The new system offers what Deere says is exclusive technology and the ability to customize it to each customer’s needs.
The Ultimate Uptime Base package, which is included with most Deere machines, includes pre-delivery set up and follow-up inspections, and includes three years of the company’s WorkSight’s features, including:
Germain offered the example of a grader with a minor engine issue. The issue is diagnosed remotely and the dealer is notified about its exact nature, enabling the dealer service technician to bring the right parts on a service call, bypassing the initial diagnostic trip.
Under the Ultimate Uptime umbrella, exactly what information and services will be included is a matter of customer choice. “Every customer and job is different,” Germain says. One customer might require maintenance and repair agreements, while another would want extended warranties and response time guarantees.
Taking a deeper dive after the press event, Domenic Ruccolo, senior vice president of sales and marketing, said the Ultimate Uptime thrust pertains primarily to the Deere machines in a customer’s fleet, although a mixed fleet solution is coming.
Addressing telematics specifically, while acknowledging telematics adoption remains low among contractors, Ruccolo says, “once you get the opportunity to put it before them, they tell us they wish they had known the impact of having that information.” And contractors who have implemented it — liking the competitive edge — are not broadcasting how much it has helped their operations.
Organized under a “Building. Together.” theme, the John Deere booth will showcase several new products:
Other models on display were introduced earlier, including the Tier 4 Final G-Series Motor Graders and mid-frame E-Series skid steer loaders and compact track loaders.