The most complete service
In 1958, when the Massey-Ferguson brand name was launched, the company announced it as ‘the sign of a new prosperity... signalling the most highly unified and complete service that farming has ever known.’
Service, centred on the worldwide distributor network, has always been at the heart of the Massey Ferguson philosophy. When farmers choose Massey Ferguson, they are buying more than a machine – they are gaining access to superb parts supply and availability, well-qualified sales people and highly-trained service technicians.
Dealer training was always given top priority from the earliest days. The Massey Ferguson Training School in England at Stoneleigh, originally set up by Harry Ferguson, had a global reputation as a centre of excellence. By the 40th anniversary of the centre in 1993, more than 100 000 students had either attended the centre or been trained by MF instructors on their travels overseas. Technical, sales and management training were a key element in dealer development.
In the mid 1980s, a new Standards of Excellence programme was launched which laid down over 60 standards required of an MF Dealer outlet.
Parts availability is cited by customers as one of the crucial elements in their purchasing decision. Throughout the years, millions of dollars have been invested in the latest processes and systems aimed at ensuring the right parts get to the right place at the right time. In 1980, the launch of MF Powerpart broke the traditional mould of parts supply and marketing. It brought the industry into the age of the supermarket and modern retailing. Now, customers were brought closer to the products, and competitively-priced and packaged goods were actively promoted.
Meanwhile in the back-office, moving on from paper- and microfiche-based processes, the computer started to make its impact. In 1991, the Dealerman software package was developed for use with PCs. This was an integrated dealer management system which took care of all aspects of a dealer’s operation from sales through to parts and workshop activities. Then came the MF EPIC electronic parts catalogue system followed, in 1996, by AGCO CD-ROM. This required only two discs to hold complete data on replacement parts for all MF tractors and combines over the preceding 20 years – the equivalent of over 400 different parts books.
The 1990s also saw the birth of today’s European warehouse network which engendered big improvements in response times. New warehouses were opened in the UK, France and Spain equipped with some of the best facilities available for receiving, stocking, retrieval and despatching of parts.
Today - Industry leading after-sales
“In 2008, behind every Massey Ferguson machine is the powerful after-sales support of the Customer Support organisation,” explains Steve Clarke, Vice-President AGCO Customer Support, Europe, Africa and Middle East. “Our systems may have changed but our service ethos still holds true to the original philosophy. Our main aim is to ensure that every machine - old or new - is fully supported locally, offering every Massey Ferguson user the best service in the industry, low cost of ownership, a reliable and durable machine, minimum machine downtime and a high resale value.”
Dealer training, standards and services are at the top of the agenda. Today, dealer staff are trained through the AGCO Academy at training centres worldwide, and new facilities have recently been opened in the UK and France. Mechanics use advanced techniques such as service diagnostics via laptop computer. Salesmen can quote tractor servicing costs at the purchase stage via the Electronic Quoting System (EQS) and special schemes are available such as the Massey assured used tractor programme, the MF manager service support package and 10+ Parts for older machines. Parts books, service manuals and operator books are all available to dealers on-line with Internet downloads to update data.
Industry benchmarking shows that Massey Ferguson provides a world class parts service. Dealers have direct access to on-line parts ordering 24 hours a day, seven days a week and the seven European parts facilities are linked via a highly sophisticated common order processing system to create a fully-integrated network.
ENDS
About AGCO
Founded in 1990, AGCO Corporation (NYSE: AG) (www.agcocorp.com) is a global manufacturer of agricultural equipment and related replacement parts. AGCO offers a full product line including tractors, combines, hay tools, sprayers, forage, tillage equipment and implements, which are distributed through more than 3,000 independent dealers and distributors in more than 140 countries worldwide. AGCO products include the following well-known brands: AGCO®, Challenger®, Fendt®, Gleaner®, Hesston®, Massey Ferguson®, RoGator®, Spra-Coupe®, Sunflower®, Terra-Gator®, Valtra®, and White™ Planters. AGCO provides retail financing through AGCO Finance. The company is headquartered in Duluth, Georgia, and in 2007 had net sales of $6.8 billion.
CONTACT:
Paul Lay
Manager, Public Relations & Communications
Tel: +44 (0)2476 851209
