John Deere’s Connected Support includes sending parts by helicopter and keeping track of machines while working in the paddock
John Deere is leading the pack when it comes to technical communicators, with everything packaged into a toolbox called Connected SupportTM. And it is all featured on the big screen in an easy-to-follow video that reveals some unexpected benefits of the technology.
The video takes a light-hearted approach to unpacking Connected Support, putting the experts in the hot seat and asking them some common but sometimes curly questions.
Available with all current release John Deere agriculture, construction and forestry models, Connected Support encompasses a fleet of tools allowing dealers and operators to remotely monitor machine health and diagnostics in real-time, with the aim to improve performance and reduce downtime.
The ability to access this data remotely was crucial during the 2022 New South Wales floods for one of Hutcheon & Pearce’s customers who was supported by technical communicator, Bryden Esposito.
“The customer was based out at Coonamble NSW, and at the time we couldn’t get out to access his fleet of machines because everything was underwater,” Bryden explained in the video.
“When we received the fault codes, we were able to diagnose the issue remotely and send parts out on helicopters to get him going again,” Bryden adds.
Also in the video, Luke Connor a product specialist supervisor at RDO Equipment, the John Deere dealership in Toowoomba QLD, shares another story about a customer who was so appreciative of the help he received via Connected Support, that he invited Luke to his wedding.
“His motor grader broke down at four in the afternoon, and we were able to remotely identify the problem pretty quickly and have a technician there in the morning to get it fixed before he had to start work,” Luke explains.
“I was pretty stoked to get the invitation – it was a great wedding.
“Our Connected Support features are pretty amazing. It allows us to proactively help our customers and identify issues before they become problems,” Luke concluded.
Meanwhile, Josh Carter, a 12-year-experienced Emmetts Group master service technician, was asked how he would describe Connected Support, replied: “You can keep track of all your toys and see where your siblings have taken them, and make sure they are being looked after.
“The words seamless integration come to mind,” Josh added. “It’s pretty seamless the amount of connectivity we have and it’s all accessible in a unique and easy-to-use platform. It’s pretty impressive.”
Aftermarket support leaders
John Deere Australia and New Zealand Director of Aftermarket and Customer Support, Steph Gersekowski, said the start of the season is the perfect time for customers to take stock of the technology they have at their disposal.
“Not all John Deere customers are fully aware of the potential for efficiency gains and cost savings at their fingertips,” Steph Gersekowski explains.
“It’s kind of like getting a new phone – there’s so much technology packed in there, but it can take a while to discover all the benefits. We made the video to unpack some of those Connected Support functions in an entertaining way.
“When you invest in John Deere equipment, you are investing in an entire ecosystem of Connected Support tools. These are not only the most advanced tools in the market but are fully integrated into the equipment, meaning our customers have the benefit of sophisticated, holistic and remote support with no additional costs or subscriptions.
“A JDLinkTM modem and Operations Center account are the gateway to accessing these tools no matter how far you are from your dealer. A customer could be thousands of kilometres away, even in another country you’ll see in the video, and we can make quick and well-informed decisions based on real-time machine data.
“As well as reducing stress associated with unexpected breakdowns or repairs, Connected Support also allows John Deere customers to make more informed strategic business management decisions through the access to such powerful data,” Steph Gersekowski concluded.
The John Deere Connected Support video with all the answers about remote connection support can be viewed here.
See more information about the full benefits of Connected Support on the John Deere website at this link.
