SDLG Modernizes, Moves to 21st Century Product Support

Wed May 07, 2014 - Midwest Edition
CEG


As SDLG continues to expand throughout the Midwest, so, too, is a more modern and efficient method of parts and maintenance support.
As SDLG continues to expand throughout the Midwest, so, too, is a more modern and efficient method of parts and maintenance support.
As SDLG continues to expand throughout the Midwest, so, too, is a more modern and efficient method of parts and maintenance support. According to the company, SDLG is following in the footsteps of the world’s biggest companies, modeling its best practices for product support on businesses such as Amazon and Wal-Mart and applying them to the construction equipment industry. If Midwestern customers want to service their SDLG wheel loader themselves, not only will the company quickly ship the needed parts to them, SDLG also will provide the information to assist on how to perform the work. At the central parts depot, not only are critical parts stocked, but the same location acts as the central North American machine depot.

As SDLG continues to expand throughout the Midwest, so too is a more modern and efficient method of parts and maintenance support. According to the company, SDLG is following in the footsteps of the world’s biggest companies, modeling its best practices for product support on businesses such as Amazon and Wal-Mart, and applying them to the construction equipment industry.

Modern companies give customers the freedom to choose how they want to purchase a product, whether it be online or through traditional brick-and-mortar locations. SDLG is giving this choice to customers in the Midwest region, too, allowing them to purchase parts from their local dealer or directly from SDLG via the internet.

That means that whenever and wherever SDLG wheel loader owners in the Midwest need parts, SDLG will meet them there. For example, if someone needs a new fuel pump — they can head to the official SDLG dealer, or if they trust a local dealer that’s much closer, SDLG will send the parts wherever they need, even directly to them — often within 24 hours, with free freight.

This freedom is gained through centralized parts support that utilizes a developed logistics network combined with an open information model, all hallmarks of the most modern companies. Rather than dealers outlaying large amounts of money to have parts stock sit on their shelves, a central parts depot located in Atlanta, Ga., will quickly send what’s needed directly to the dealer or customer.

If a Midwestern customer wants to service their SDLG wheel loader themselves, not only will the company quickly ship the needed parts to them, SDLG will also provide the information to assist on how to perform the work. SDLG seeks to empower its customers, letting them chose when and how their wheel loaders are supported, said the company.

Alan Quinn, director of SDLG North America, said the company is building its business model for the modern era.

“If you look at what’s driving business in the 21st century, it’s logistics and information,” he said. “It takes the power of computing, the internet, shipping and logistical expertise to provide customers with the products and support they want, when they want it. We’re giving SDLG customers the freedom to maintain their machines on their own terms.”

This business model works well for typical SDLG customers, especially those in the Midwest that are using them for farm duties or snow removal, among other tasks. A lot of folks in the Dakotas are used equipment buyers that are used to the freedom to service their machines how they choose. They might have purchased a used wheel loader in the past, but now they have found value in purchasing a new SDLG machine with a great warranty and a support strategy that meets their needs.

“Essentially, Midwestern customers are looking for simplicity — and that’s what SDLG’s parts shipping and warranty policies offer,” Quinn said.

SDLG has taken significant steps to ensure this model will work. At the central parts depot, not only are critical parts stocked, but the same location acts as the central North American machine depot. In the rare event that a part is not in stock at the depot, the parts staff has prior approval to remove a part from an existing machine to ensure a customer’s machine gets fixed as quickly as possible. The savings from not stocking the components across the country on dealer shelves allows SDLG to apply these savings to immediate support and emergency shipping.

Mike Mathews, president of VCES, an SDLG dealer in California, said SDLG’s model for parts and maintenance service is well-suited to the types of customers that purchase SDLG wheel loaders and that it saves his business money by not having to invest in capital stock that will only sit on the shelf.

“This model empowers the end user and is advantageous for both the customer and the dealer,” he said. “It allows customers to control their own repair process by being able to work through a local branch, service the machine themselves or visit the official dealer. They can get the parts they need where they are needed. And the fact that the freight is free is a critical component to this model.”

Mathews added that the nature of SDLG wheel loaders lends itself to this model.

“SDLG wheel loaders offer a simpler platform than premium-priced machines with lots of electronics and other bells and whistles,” he said. “Customers can troubleshoot them more effectively and perform their own repairs, saving them time and money.”

And when customers do need parts or service from an SDLG dealer, each location is home to experienced, trained technicians that can work on the machine from front to back.