The Challenge
A nearly 50-year-old heavy machinery dealer serving the construction and farming industries faced a common dilemma: how could a small IT team drive meaningful business growth while managing day-to-day technology operations?
While heavy machinery dealerships may not seem like technology-driven businesses, this forward-thinking organization recognized that leveraging technology was essential to better serve customers who depend on their equipment for their livelihoods.
The Turning Point
After attending ARG’s CX Transformed event, the company’s IT leadership made a strategic decision: shift focus from maintenance-oriented IT to value-added technology that directly drives revenue. They identified three key areas of competitive opportunity:
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- Robust OmniChannel Customer Experience
- Artificial Intelligence (AI)
- Robotic Process Automation (RPA)
ARG's Approach
The ARG consulting team, led by Managing Partner, Walt McGraw, worked closely with the client to evaluate practical, high-impact opportunities:
Streamlining Critical Processes
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- Allowing employees to move from personal cell phones to a single number that provides access anywhere and video capabilities
- The ability to take and send photos both ways to identify parts and share screens to identify parts from the field
- Creating a seamless experience for on-the-go customers
Optimizing for Peak Demand
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- Improving store efficiency during critical seasonal periods
The Solution
ARG helped the client accelerate their digital transformation by enabling their small IT team to concentrate on revenue-generating technology initiatives. By partnering with ARG, they found the right solution to make an immediate impact and provide deeper capabilities with AI and RPA that can grow with them.
The Results
The transformation delivered significant improvements in revenue, customer experience, and operational efficiency:
Increased Revenue & Customer Retention
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- Video and screen-sharing technology enables customers to identify and order parts directly from the field, capturing sales faster and more efficiently
- Faster parts identification means equipment gets back in service quickly—critical during time-sensitive planting and harvest windows when every hour of downtime costs customers thousands of dollars
- Reduced friction in the buying process increases customer loyalty and lifetime value
Superior Customer Experience
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- Customers no longer need to make multiple trips to the store, saving valuable time during their busiest seasons
- Remote parts identification and ordering demonstrates that the dealership understands and values their customers’ operational urgency
Operational Efficiency Gains
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- Unified communications (single business number across all devices) eliminates missed customer calls and accelerates response times
- Employees work more efficiently without relying on personal devices, improving both professionalism and productivity
- Strategic IT resource allocation ensures technology investments directly support business growth rather than just maintaining the status quo
The move to ARG’s recommended Dialpad solution resulted in a measurable impact across the organization. Hear more of the story in this client video.
