In 2023, Applicant became a strategic partner of CNH Industrial to provide help desk services and field support at their plants in Córdoba and Buenos Aires.
This support was crucial in ensuring the continuity of production processes and executive support, offering flexibility and efficiency in managing local resources within the context of global strategic change.
About CNH Industrial
CNH Industrial is a global group headquartered in Turin, Italy, dedicated to the manufacture of agricultural machinery and construction equipment. While the brands currently under the holding have over 170 years of history, Grupo CNH was officially formed in 1999 through the merger of Case Corporation and New Holland NV.
In 2013, it adopted the name CNH Industrial, following the integration of the global operations of brands such as Case IH, New Holland, Iveco, and FPT Industrial, among other subsidiaries of Fiat SPA.
Today, CNH Industrial operates in 180 countries, has 66 industrial plants, and employs over 70,000 people. In Argentina, it has a presence in Ferreyra (Córdoba), Malvinas Argentinas, and Munro (Buenos Aires).
What Did the Project Involve?
At Applicant, we bring our expertise in microcomputer support and first-point-of-contact assistance to CNH Industrial for its employees working at the plants in Córdoba and Buenos Aires.
With an understanding of the service type and considering its critical importance in the production sector at the Córdoba plant, we focus on providing dedicated attention to VIP executives in Buenos Aires. Additionally, we ensure proper care for our operators.
We also offer budget flexibility to respond to local needs in the face of a paradigm shift in the company’s global service approach.
The Challenges of this Project
CNH Industrial needed a local technology partner with experience in providing IT outsourcing services to:
Provide support across three buildings located in two provinces, improving service quality and satisfaction.
Ensure operational continuity without disrupting the transition from a regional service model to a local one, in line with the client’s strategic change.
Ensure budget flexibility to manage the contract effectively.
The Solution Provided by Applicant
We took on the responsibility of the service with a unique proposal, aiming to provide help desk and field support services for Argentina as a local provider with market experience. This way, we have the necessary technical capabilities to address the specific incidents at each CNH Industrial location, taking into account their individual characteristics:
Provide a specialized technical team for each location, tailored to the technological complexities and needs of each plant.
Offer support services for technical aspects related to office automation, hardware, software, inventory management, telephony, printer maintenance, and access security, serving as the first point of contact for employees.
Maintain VIP attention for the presidential and executive sectors, ensuring personalized, high-quality service.
Guarantee team leadership in accordance with CNH Industrial’s standards and procedures, while supporting the behavioral and technical development of resources.
Adequately manage the service to ensure it aligns with the strategic objectives of the client, working closely with Applicant People Care, Demand Management, and Human Resources teams.
Results Achieved
At Applicant, we achieved a seamless transition by implementing a local service with a deep understanding of CNH Industrial’s practices and corporate culture. This allowed us to enhance end-user satisfaction, highlighting our agility in response and service continuity.
Additionally, the synergy with their IT teams from the headquarters in Brazil ensured efficient management and maintained a flexible economic model tailored to the client’s needs.
The CNH Industrial supplier qualification department positively evaluated the service, emphasizing the fulfillment of expectations and the quality provided, motivating us to continue on the path of ongoing improvement.