[Industry Case] The final customer satisfaction of information transmission

The internationalization of the market and the need for improving the productivity has evolved regarding the agro-equipment sector. "French manufacturers are confronted with shorter cycles and much more marked seasonality within the same year"(AXEMA 2015, p. 8). France is at the top of the EU ranking in terms of turnover volume, number of companies and number of employees. The difficulty in recruiting young people who are trained in the agro-equipment sector remains a problem. 50% of distribution companies have recruited or intend to recruit new employees in 2016. This figure is 77% in the agro-equipment industry (AXEMA 2016). Like all sectors, technological change had an impact on the agricultural equipment sector, particularly with the development of decision-making tools and the rise of digital agriculture. Young farmers do not hesitate to equip themselves. They are increasingly demanding inter-connected equipment.

This company has developped a system enabling all stakeholders to access data, to respond to the issue of personalizing custimer relationship.

These improvements will allow the company to:

• Have a close relationship with different customers
• Sell spare parts that are necessary for end customers
• Be able to have a stock of spare parts available to meet customer demand in real-time.

Please find below the full case study to understand the whole process this company went through and what skills it required.

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Amandine Ameline

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