In a major boost to its aftersales operations, Massey Ferguson has launched a new 24/7 customer support helpline for Service-related issues together with a new dedicated Parts and Service website.
“Underlining our total customer focus, we have developed these new initiatives to further enhance the customer experience with Massey Ferguson, strengthen our communications and contact with farmers and complement the services already provided by our extensive MF Dealer network,” says Jason Day, Massey Ferguson Technical Assistance Manger, UK and Ireland.
In other moves, Massey Ferguson has expanded its Technical Service team to increase coverage across the UK and Ireland and also implemented AGCO Tech Connect – a new bespoke MF Dealer technical support and case management system aimed at further reducing machine downtime.
The new customer support line enables end-users to speak to an MF Service Representative round-the-clock, 365 days a year. “If owners or users have a service-related query and are not able to contact their local MF Dealer, they can call this number and we will make sure they get the assistance they require,” explains Jason Day. “All calls are tracked and followed up to ensure the enquiries have been dealt with to the customer’s satisfaction. The support line provides us with an additional channel to capture all service enquiries from end-users thereby helping to improve our analytics and leading to quicker diagnosis and resolution of service issues.”
Comprehensive information on Massey Ferguson’s aftersales support is provided through a new dedicated Parts and Service web site: www.agcopartsandservice.com
Users can look up MF Dealers, access parts books, technical literature, catalogues and brochures, download the Parts Books to Go™ App, view dealer-fit accessories and buy branded MF merchandise.
The Tech Connect MF Dealer technical support and case management system raises the bar for the use of interactive technology in support of machine inspection, repair and maintenance. It allows dealer technicians to locate information and submit technical concerns to Massey Ferguson via computer, tablet or smart phone quickly and easily. When required, technical support can be provided directly by MF to the technician in the field.
“The use of the latest technology allows us to proactively spot trends in data quicker than ever before and allocate field support effectively,” comments Jason. ”Furthermore, it helps us to target MF Dealer training and support on specific product areas. With Tech Connect we are revolutionising the role of MF Dealer service technicians and bringing the workshop truly into the digital information age.”
“The implementation of all these new aftersales’ services and facilities is part of Massey Ferguson’s commitment to put the customer at the centre of everything we do,” he adds. “We’re focused on ensuring a seamless customer journey at every touch-point with Massey Ferguson and throughout the lifecycle of every MF machine.”
Massey Ferguson offers a full-line of products including tractors, combine harvesters, balers, Hay & Forage tools and materials handling equipment.
MF Customer Support line: 0330 123 9502.