CNH Industrial Bridges the Gap With Virtual Technology
COVID-19 has impacted our daily routine in many ways from travel bans and school closures to social distancing and stay-at-home orders. The use of established and novel digital platforms has become the new norm to collaborate and CNH Industrial, one of the world’s largest capital goods companies, has been championing digital solutions for employees and customers alike.
CNH Industrial has been working with software platforms like Librestream’s Onsight to deliver increased service levels and solutions to its large dealership network in North America. The Onsight software offers technicians the digital tools needed to provide remote diagnostics and real-time customer support in the field. What started as a pilot program, has become a critical tool to deliver continuous support to customers to keep their operations up and running during these unprecedented times.
“The coronavirus pandemic has certainly brought unique challenges for our Aftermarket Solutions and Commercial Sales teams. It’s made immediate customer support without in-person meetings or while practicing social distance on-site a real hardship for our staff,” says Tyler Mills, Director of Specialty Business at New Holland, one of CNH Industrial’s leading agricultural brands. “While virtual tools for remote diagnostics, repair, and services were already a part of our Aftermarket Solutions toolkit, they’ve now become more essential than ever before.”
Utilizing the Onsight software app, CNH Industrial’s remote experts can connect to a customer’s mobile device and use live video and audio. They can also access data and use digital images to identify potential problems and specific areas by drawing on them – a simple, but extremely useful feature to allow for clarity during a virtual field visit.
New Holland has also adapted this capability to its commercial sales strategy. For example, in some cases, dealerships receive new agricultural equipment, but because of travel restrictions they are not able to attend the new product training that helps them guarantee their own proficiency with the product. Through technology like Onsight, they now have the opportunity to do a virtual walk-around with an expert to learn about and test new product features before they take that machine to the field.
“The feedback we’ve received from dealerships and end-customers has been extremely positive,” says Mills. “The system is intuitive and can run on smartphones, tablets, and desktops making it easy to connect with our experts. While the personal interaction with our customers can by no means be replaced, we are happy that our digital tools allow us to stay connected with them and to ensure that their needs are met.”