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XtraBlatt Issue 02-2021

  • Text
  • Krone
  • Egger
  • Farmers
  • Dairy
  • Maize
  • Timber
  • Harvest
  • Cows
  • Agricultural
  • Bales
  • Xtrablatt

PARTNERSHIPS Dr Marcus

PARTNERSHIPS Dr Marcus Bertelsmeier (l) and Dr Steffen Wöbcke consider customer service a critical factor for business success. The company is running six operations, with number seven due to open in 2023. AGRARTECHNIK SACHSEN READY TO TAKE ON THE FUTURE Being a benchmark service provider is more than a claim for the German contracting firm Agrartechnik Sachsen. On the contrary, an impressive collection of service awards bears evidence that the company is very serious about it. A particular aspect of their philosophy is qualification, a field in which they set new standards indeed Agricultural machines such as combines, foragers and beet harvesters as well as self-propelled sprayers and slurry spreaders list among the most demanding machines that require a top-notch service from a professional agricultural workshop – not only when downed in the field but also with regard to predictive maintenance. A dealership that is in charge of servicing as many as about 350 self-propelled machines is expected to have a refined service scheme in place and plenty of skills and expertise. “Deliver the best possible service was my father’s overriding tune when he opened the business in 1990,” tells Marcus Bertelsmeier who runs the firm together with his brother Ralph. “Being successful at selling machines is one thing though; turning buyers into regular customers who buy again and again is quite another and takes high-end workshops, expert service people, very good customer advice and a good service programme. Therefore, we’ve always aimed at being the benchmark in terms of service in this region.” CUSTOMER PROXI- MITY IS THE KEY What started out as a small company with ten employees in a small town north of Dresden in the year of German reunification has by now grown into a company with six offices and workshops and around 150 employees, with almost 80 of these working in the workshops and parts departments. The sales and service area extends from the south of Brandenburg to the south of Saxony and to the west nearly as far as Leipzig, with sales areas varying by brand. The most prominent brands are New Holland, Krone, Horsch, Holmer, Grimme, JCB, Strautmann and GEA. A 7th dealership is coming into operation in 2023. This, too, is part of the service policy, explains Dr Steffen Wöbcke who is head of Customer Service: “Customer proximity - both literally and figuratively - is very important to us. Of course, a dealership is always a huge cost factor, but even the best mobile service team and the best remote diagnose systems are no substitute for a proper network of workshops, because many customers are not willing to embark on a 30-40km road trip to get to the nearest workshop – not even in our region with our vast fields.” The service fleet consists of about 60 vehicles which carry everything it takes to service a high-end machine. Apart from that, the service engineers can diagnose many malfunctions by using telemetrics. “Telemetrics save us and our customers a lot of time – provided the technology is available in every corner in our region, which is not really the case; but we are getting there,” adds Steffen. FULL RANGE OF SERVICE PACKAGES In order to cut out downtime altogether, predictive maintenance is one of the top offers in the service package. And the “winter inspection” is great for that. This means that the mechatronics inspect the machine for any maintenance repairs. At the end of the inspection they may suggest a possible repair and prepare a quote for 42 43