NEW HOLLAND TRACTORS: TRULY A 'TOTAL ASSISTANCE' FOR ITS INDIAN CUSTOMERS
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New health initiative to value New Holland customers
LUGANO, Switzerland - (July 31, 2008) - New Holland India fully takes care of its customers. How? By inviting them to a unique "Health Check-up Camp" for both machines and their operators. New Holland, a global manufacturer and seller of agricultural equipment, part of CNH (NYSE: CNH) and Fiat Group (FIA.MI), takes customers' health seriously. The key idea is to get the customer's tractor and his own health checked to enhance satisfaction and further build brand loyalty.
So far over 9,000 customers have participated in this initiative organized in India. More than 4,000 customers took part during first quarter in 103 health check-up service camps while last year more than 5,000 customers participated in 169 camps.
To ensure maximum participation, these camps are organized by New Holland Tractors India with their dealers just before the peak season when a farmer is relatively free and keen for preventive tractor maintenance and service. On a pre-appointed day, through invitations and advertisement in local media, New Holland customers are invited to come with their tractor for a Health Check-up Camp at the local dealer's workshop.
The tractor is washed and thoroughly checked. Discounts are offered on parts and repairs are not charged. The tractor owners/operators are advised on periodic maintenance of the tractor, advantages of using genuine parts and given tips on how to optimize performance of the equipment. Furthermore, this activity provides an opportunity to gather structured feedback on product performance and after sales service. It helps to bring back out-of-warranty tractors to the dealership; it also helps in generating a list of prospects for tractors. Lastly, these customers further act as brand ambassadors for New Holland in their village and overall help in generating a positive word of mouth.
While the tractor is undergoing the check-up, the customer and the tractor operator undergo a basic health check-up. Local well-known doctors are invited to conduct general health check-ups, doing routine checks, including blood pressure, pulse, ENT (Ear Nose and Throat) and Eye tests, and writing prescriptions. Depending on the check-up, if required, the customer is advised to get a thorough examination by a specialist.
This unique service not only generates interest but also helps to strengthen the bond between the customer and the brand. It has helped differentiate New Holland "service" from all other tractor brands. A specific logo has been developed for branding this activity. Its popularity can be judged from the fact that in many of such camps more than 100 tractors were reported for check-up in a single day.
Many dealers have added further value to the activity by offering gifts, drawings and other freebies like providing free personal accident insurance coverage to the owner/operator of the tractors reported during the camps.
Customers' participation to this program, which places the customers really at the centre of brand's attention, was very positive. When New Holland talks of customer care, it really means that. That's New Holland.
New Holland Tractors India
New Holland Tractors India has focused its strength in agricultural mechanisation to build a world-class tractor company in India. Today completely built tractors up to 75 horsepower range are manufactured in its state-of-the-art Greater Noida plant, which just celebrated the milestone of the 100,000th tractor produced and the new investments in expanding this manufacturing facility in the production of a new drive line and axles.
Tractors built in New Holland Tractors are exported to over 50 countries in Asia, Africa and Middle East, Australia, New Zealand, Latin America and North America. New Holland India boasts a strong network of more than 400 dealers throughout the country from Kashmir in the north to Kanyakumari in the south and Bhuj in the west to Guwahati in the east. New Holland authorised dealers are equipped to provide customers with a facility that includes sales, service and support. Moreover, regular training and assistance is provided to the dealer's sales and service staff at the New Holland training centre located at the plant to enable them to offer services to customers effectively and efficiently. Thus owning and maintaining New Holland tractors becomes a thoroughly satisfying experience for the customer. Apart from India, New Holland India Dealer Network operates in Bangladesh, Nepal and Sri Lanka.
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New Holland Agriculture
New Holland Agriculture is a global manufacturer and seller of agricultural equipment. Its reputation is built on the success of its customers, cash crop producers, livestock farmers, contractors, vineyards, or groundscare professionals, who can count on the widest offering of innovative products and services: a full line of equipment, from tractors to harvesting, material handling equipment, complemented by tailored financial services from a specialist in agriculture.
A highly professional global dealer network and New Holland's commitment to excellence guarantee the ultimate customer experience for every customer. More information can be found online at www.newholland.com New Holland is a division of CNH Global N.V. (NYSE::CNH), a majority-owned subsidiary of Fiat S.p.A (FIA..MI).