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    • What we achieved

    • +15%

      error reduction

    • 1000

      same-day order fulfillments

    • ROI

      achieved within a year

    To who

    Overview

    • Part 1

      Challenge

      A leading agricultural equipment manufacturer faced low retail visibility and inconsistent dealer practices across 45+ locations. They also struggled with poor data integrity, inventory control and service delays caused by parts unavailability.
    • Part 2

      Solution

      Adopting a DMS prebuilt with best practices in the agriculture industry and offering 33% higher product fitment and 3x faster time to market. HCL Aftermarket Cloud streamlined parts and service operations with interactive dashboards and ensured all users' adherence to Aftermarket Standard Operating Procedures.
    • Part 3

      Results

      The HCLSoftware DMS implementation transformed dealer operations, enhancing customer interactions and insights. It empowered informed decision-making, tailored services to customer needs, and expanded market influence, driving efficiency and fostering a customer-centric culture for sustainable growth.

    The Challenge

    When you’re a large company with multiple operational locations, it’s hard to feel like you have a strong grasp on the full picture of what’s exactly happening across the organization. Asset inventory, process efficiency, employee productivity—the list can seem endless. We collaborated with the entire agricultural machinery dealer network, which was facing significant hurdles due to inconsistent processes and disparate technologies. This inconsistency complicated monitoring dealer performance, especially in critical areas like inventory management and service efficiency.

    When facing those kinds of challenges, our goal at HCLSoftware was not to deploy our advanced Dealer Management System (DMS) technology just for technology’s sake but with a strategic blend of change management, customer centricity, and focused capabilities that drive maximum ROI. The initial six dealerships quickly embraced the project, showcasing its potential for success.

    The DMS eradicated the clutter, and everything became much more transparent right up to the topmost level.

    - Dr. Rudresh S Basavarajappa, VP & BU Head - Aftermarket Solutions

    Video image Video Play ButtonVideo Play Button

    Aftermarket Success Secrets: Dr. Rudresh Basavajarappa & Kris Oldland Discuss Service Value Chains

    The Solution

    The implementation of HCLSoftware’s Dealer Management System (DMS) was built on the back of extensive subject-matter knowledge and experience. The initial six dealerships bought into the project quickly and converted into change champions.

    Armed with these six key change champions, robust data, and backed by real-world results, the implementation team was able to make the case that the timeframe for the next intended slower-phased approach could be significantly reduced, and value could quickly be realized for the rest of the dealers in the network.

    With the green light from our client, HCLSoftware mobilized our team to offer full 24/7 support during an ambitious rollout across the entire dealership network. The result? HCL Aftermarket Cloud DMS was fully rolled out across more than forty-five dealerships in just six months compared to an industry average of at least three times that time.

    The Results

    Financially, both Original Equipment Manufacturers (OEMs) and dealers experienced substantial gains. However, the impact extended far deeper into operational efficiencies and customer relations. The DMS provided unprecedented insights into sales and service patterns, enabling dealers to anticipate customer needs more effectively. According to Basavarajappa, a key figure in the initiative, "We eradicated the clutter, and everything became much more transparent right up to the topmost level."

    Other key results:

    • +15% error reduction across all dealerships
    • Efficiently handled up to 1000 same-day order fulfillments
    • ROI achieved within a year of deployment

    Transparency became a cornerstone of this transformation. By unifying processes and data across the network, the DMS revealed hidden strengths and weaknesses in how the brand interacted with dealers and customers alike. This newfound clarity empowered dealers to make more informed decisions, optimizing their services to better align with customer demands and operational realities.

    About the company

    Global agricultural machinery manufacturer headquartered in Germany that makes harvesting machines, tractors, balers, and forage harvesting equipment. The company is dedicated to driving aftermarket excellence and its ability to anticipate and meet the evolving needs of modern agriculture has solidified its reputation as a trusted partner for farmers globally.

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