Customer Profile

From 1912 to 2016 Torgerson’s has grown into a 4th generation farm implement dealer with 8 locations throughout Montana. Celebrating over 100 years in business, Torgerson’s opened their very first store in 1912 as a mercantile business, selling appliances, hardware, household and food supplies. Eventually they expanded to sell trucks and even airplanes. A growing dedication to agriculture and agricultural customers led Torgerson’s to concentrate just on selling farm equipment in the 1960s. Today the Torgerson family business sells Case IH, New Holland, Haybuster, MacDon and multiple short lines. They also offer skilled, factory-trained service on site and out in the field. Torgerson’s carries a full line of parts for almost anything in the industry.

Situation

Torgerson’s has always looked for new technology to help them adapt to their customers’ needs. Creating a better service experience for their customers was top priority while investigating new technologies to implement. They had been previously utilizing a Google spreadsheet document to track the machines throughout the service process, yet wanted to migrate to a solution they could use without major internal modifications. Torgerson’s did not want to invest in a new technology that would cause slowdowns or conflicts within their current infrastructure.

Torgerson’s had already became consciously aware of how important it was to implement a solution that allowed their service department to stay connected with the customer throughout the entire service process. An ideal solution would require:

• Accessibility on any device / does not require download of an app or software installation (cloud based)
• Streamlined implementation and ease-of-use
• An easy way for the service department to communicate with customers
• Ability to track, document and collaborate on work orders

Torgerson’s sought a solution that would meet their current operational needs while supporting growth and future success in the market.

Solution

After researching their options, Torgerson’s decided on My Dealer Service (MDS) as the best fit for their requirements as MDS provides:

• 2-way customer messaging via SMS (text) or email
• Work order tracking and internal messaging / collaboration
• Digital multi-point inspections performed on tablets
• Photo and video capturing and sharing
• Mobile estimate approvals with digital signature capture

Implementation

The implementation of MDS started at the Torgerson’s headquarters location in Great Falls, Montana. MDS worked with the service staff to understand their current work order process and the different status updates that Torgerson’s wanted to send to their customers.

MDS worked closely with Torgerson’s IT Manager throughout the implementation providing him with an extensive overview of the MDS workflow and how to best support their service staff beyond the implementation.

The implementation started in November 2015 and was completed in February 2016. Additionally, involvement and support by the management at Torgerson’s has made for a successful implementation of MDS.

System Setup

Because MDS is a web-based application, the system setup was minimal. Torgerson’s customer and equipment database was imported into MDS to provide quick and accurate access to customer and equipment information.

Equipment inspection reports were converted to digital format and imported into the MDS inspection module, allowing technicians to access and perform inspections via tablet.

User setup required a list of employees and associated access levels to onboard managerial users, service advisors, and technicians.

About My Dealer Service
MDS provides the service industry with streamlined software solutions modernizing a service department in as little as one day. Our goal is to provide the tools to elevate the customer experience and satisfaction to the highest level, while providing internal collaboration and communication for service department.

Our solutions are web-based, accessible on any device (desktop, tablet, smartphone), and utilize the latest technologies to ensure scalability and data security. With minimal training and integration required, the implementation process is fast, efficient, and seamless.