LS Tractor announces restructuring of the after-sales department

LS Tractor completed the restructuring process of its after-sales department, aiming to improve the customer experience and increase loyalty. The change, which involved several sectors, reorganized the customer service area into a single management, with direct reporting to the vice-presidency of commercial operations.

According to some studies, the cost of acquiring new customers is five to 25 times greater than maintaining existing ones. Based on these data, LS Tractor decided to invest in the after-sales area, understanding that customer satisfaction is fundamental to the company's growth.

The newly appointed senior after-sales manager, Felippe Vieira, explains that the restructuring was a process that began at least two years ago, when the company decided to expand its brand to all Brazilian states. "The creation of a single customer service management was essential so that we could meet the needs of our customers more efficiently," she said.

The restructuring involved the implementation of new concepts, investments in systems, people, physical structure and training for employees in the dealership network. "These actions require changes in the way the entire team thinks and acts, realizing that the focus is on customer satisfaction", he highlighted.

From now on, LS Tractor seeks to improve communication between the customer and the factory, reduce response time to producer demands in the field and implement an efficient satisfaction survey system. "We have grown significantly in the market over these 10 years and are expanding throughout Brazil, which is why this change comes at the right time," said Vieira.