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Nortrax Unveils New Strategy to Serve Customers

The goal of the MMS is to reduce, or in some cases eliminate, downtime events.

Wed August 05, 2015 - National Edition
Construction Equipment Guide

Nortrax announced a new technology strategy and positions to better serve its construction, forestry and mining customers who are faced with increasingly sophisticated machines, tighter profit margins and a growing reliance on technological expertise.

Chris Holmes, Nortrax VP product support said, “In order to become even more efficient and effective in supporting our customers, we’ve recently revised our technology roadmap at Nortrax. We identified specific needs that our customers demand and have reshaped our strategy to support them.”

Holmes explained there will be multiple components to the Nortrax plan which will be implemented in three phases.

Phase one is the creation of the machine monitoring specialists (MMS) positions. Customers suggested this was an area that Nortrax could utilize to very positively impact their businesses. The MMS utilizes John Deere’s telematics system, JDLink, to remotely monitor and connect with machines that are often hundreds of miles away. The goal of the MMS is to reduce, or in some cases eliminate, downtime events.

Phase two includes the product support technology representative (PSTR) positions. One of the cornerstones of the plan is to ensure highly trained technology specialists in the field can better support customers in this ever increasingly complex environment. It’s not enough for Nortrax to utilize these technologies internally, so the PSTR’s will be out in the field every day using technology tools to maximize customers’ efficiencies and minimize their downtime. The Nortrax PSTR’s will work directly with other specialized positions such as the MMS as well as the customers themselves to ensure advances in technologies bring concrete dividends to their organizations.

Phase three is the creation of the customer support center. Nortrax has made substantial investments in IT infrastructure recently, and the customer support center will take full advantage of these technologies. Calls placed to a Nortrax branch with all phone lines full will now be directed to a customer support center staffed by certified parts advisors. These highly trained specialists will have up to the minute access to parts inventories and can provide customers with an immediate answer regarding parts availability. In addition, the customer support center will be staffed by MMS, as well, to provide machine monitoring and parts support, 24/7/365.

“The three phases of our plan, MMS, PSTR and the customer support center, are foundational elements to our overall technology strategy,” added Holmes. “We’ve already begun finalizing phase two plans, and are excited to be the bridge between technological advances in our industry and our customers.”

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