AGCO increases transparency and efficiency in communication with users
AGCO is a global leader in the design, manufacture and distribution of agricultural equipment.
Through well-known brands, including Fendt®, GSI®, Massey Ferguson®, Precision Planting® and Valtra®, AGCO Corporation delivers farmer-focused solutions to sustainably feed our world through a full line of tractors, combine harvesters, hay and forage equipment, seeding and tillage implements, grain storage and protein production systems, as well as replacement parts.
Userlane has streamlined communication and support material preparation. Instead of writing lengthy knowledge articles, you can easily create guides or tooltips to explore the platform's functions. You'll have everything ready without the hassle of creating extensive texts or pages.Selina Pusch, Product Solution Specialist, AGCO
The customer challenge
While the company’s primary focus lies in producing agricultural machinery, its internal initiative – ONE Digital – takes charge of digital transformation, offering a variety of innovative solutions to customers. One such product, FendtONE offboard, stands out as a smart farming application that enables Fendt fleet owners to efficiently plan tasks, manage their fleet of machines, and oversee field management.
Understanding that a significant portion of their customers are farmers, AGCO set out to ensure that all users would receive adequate support for FendtONE offboard. To tackle this task effectively, they recognized the necessity of a tool that could streamline customer onboarding and communication, resulting in a higher return on investment from developing the FendtONE platform.
How we helped
AGCO rolled out Userlane’s Engagement Suite, including interactive guidance and announcement features, initially piloting it with 800 customers.
The key objectives for AGCO were:
- Increase the number of customers using FendtONE offboard platform and reduce support tickets number.
- Increase transparency and communication efficiency in communications with users.
The results
AGCO Corporation has enhanced the onboarding and training processes for users of the FendtONE offboard application and improved communication with users, ensuring transparent updates on downtimes and release notes with Userlane’s Platform.
57% user retention in FendtONE application
Through the effective utilization of Userlane’s platform, AGCO has enabled their users to be more confident and proactive in navigating AGCO’s application, and ensures their high return rate.
2x reduced support response time
AGCO has effectively utilized guide links to respond to support queries, resulting in an impressive 50% reduction in response time to users.
We've had a very positive experience and consistently felt well-supported from the Userlane team. The platform user-friendliness made the learning and onboarding process exceptionally smooth.Selina Pusch, Product Solution Specialist, AGCO