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DEUTZ AG Annual Report 2020

100 percent service for more growth

DEUTZ has equipped its service business for the future, reinventing itself as a full service provider instead of simply specializing in spare parts.

Customer satisfaction is the utmost objective of the service business. By updating its portfolio and maintaining a firm focus on digitalization, DEUTZ aims to forge even stronger relationships with its customers and accelerate the growth of its service business worldwide. The service business of a systems supplier such as DEUTZ is founded on engines and spare parts, logistics, and excellent technical knowledge of its own products. But markets and customer needs are changing. In an increasingly digitalized world, DEUTZ is therefore making its service business more flexible, more comprehensive, and more digital. Thanks to its service portal and telematics solutions, DEUTZ is aligning its portfolio even more closely with the needs of its customers in order to offer greater convenience. The next step is to expand the service business to include further online features, such as engine condition checks and service alerts based on telematics.

“DPC Florida did absolutely everything to ensure we had all that we needed.”

Tim Hutchins

Service Manager at Vermeer Southeast Sales & Service, Inc.

More service – worldwide

DEUTZ is also rapidly expanding the ‘analog’ aspects of its service business worldwide. Ranging from repair kits configured for specific engines to reconditioned Xchange engines, the portfolio of service products covers the entire engine lifecycle and has been significantly extended. Further customer benefits include the new lifelong guarantee for spare parts installed by DEUTZ service partners, expansion of the service network, and bespoke full-service solutions for fleet operators. Availability is ensured even in more remote locations outside the big cities, as DEUTZ’s mobile service technicians travel to customers’ sites in fully equipped vans so that they can provide reliable help on the spot (man-in-van concept).

“The service business of the future is digital, networked, and interactive. Working with our customers, we will establish new services and business models that will benefit manufacturers and end customers alike.”

Michael Wellenzohn

Member of the DEUTZ Board of Management responsible for sales, marketing, and service

Access to regional markets and close proximity to customers remain important to the international DEUTZ Group. In 2020, DEUTZ therefore extended its full-service offering in the United States by opening two new DEUTZ Power Centers. It also established a service center in Moscow and, by acquiring PRO MOTOR Beteiligungsgesellschaft, strengthened its service business in central Europe. The subsidiaries DEUTZ Austria, Motorcenter Austria, and Pro Motor Servis CZ provide direct access to the markets in Austria, the Czech Republic, Hungary, Slovakia, and Slovenia. 

When it comes to the service business, DEUTZ has no intention of resting on its laurels. The
goal is to offer 100 percent service to customers. To achieve this, DEUTZ is continually broadening and improving its portfolio.

New service center in Moscow

The new service center in the Russian capital provides a direct link between DEUTZ and its customers, boosting customer satisfaction in the service business and helping the Company to increase its market share and improve profitability. The team in Moscow has been offering customers genuine DEUTZ spare parts along with repairs and servicing since 2020. Today, the Moscow service center works closely not only with DEUTZ’s major end customers but also with Sandvik, SDF, and other suppliers that serve the Russian market.