Kent John Deere dealer leads the way in service technology
27/06/05

John Deere dealership Bell Agricultural Ltd at Ivychurch, Romney Marsh in Kent has just acquired its seventh Service ADVISOR package, making it the largest dealer user of the system in the UK and probably in Europe.

Service ADVISOR is a computer based diagnostic system providing dealer staff with a comprehensive source of technical information on all John Deere products. It enables service technicians to quickly identify problems and provide on the spot solutions, using a compact, field toughened laptop computer.

The system includes all John Deere's printed operator and technical service manuals in a set of four DVDs. These contain the equivalent of over 400 manuals, many with more than 1000 pages.

“We just cannot operate without them,” says Derek Coley, the dealer principal (service) at Bell Agricultural. “These days you win and keep business by providing a higher level and quality of service, and this technology helps us to do just that.

“We had our first laptop when the system was introduced about three years ago and it was a bit of a pain really, because everyone wanted to use it! Once we found out how useful the system could be, and how quick and easy it is to operate, we had no hesitation in making the necessary investment.

“We then acquired additional laptops so that all the technicians could have one each - the last one to be ordered was for our newest apprentice Arthur Maughan, who has just graduated from the John Deere Ag Tech apprentice training programme this summer.

“Service ADVISOR is a big step up from the previous system. It's got everything, including pictures of all the parts, which makes it easy to identify exactly what you need. It's especially useful when the service technician is out with a customer late in the day - should we not have the required part in stock, we can order up parts there and then and get them delivered overnight. This saves having to return to the branch, which could mean losing a day on delivery.

“In addition to the technicians' laptops, we have a dedicated desktop PC in the parts and service department, and all the office PCs are linked to the system via the computer server, so we can all access it if necessary. Quite often a technician will be on the phone discussing a problem with the service manager while the parts manager at the next desk is putting in the parts order at the same time.”

The system has a dial up facility to enable it to connect to John Deere's DTAC (dealer technical assistance centre) solution database, so that service information is completely up to date at all times. The internet and e-mail are also accessible if required.

A special Service ADVISOR diagnostic port in the cab of machines such as tractors, combines and forage harvesters provides easy access and connection to the machine's operating systems, to enable the computer to receive diagnostic and performance information. Technicians can also use it to programme or calibrate the machine if necessary.

John Deere's manager, customer support Peter Leech commented: “Bell Agricultural are to be congratulated on their investment into this technology and their commitment to enhancing customer service. The way the industry is developing, every technician will be equipped with his own laptop eventually, so Bell Agricultural are already leading the way.”