Brilliant Harvest's technology helps dealer employees find the right equipment information for sales, support, repair and service 10x faster and provides dealer customers with the ability to self-serve 24/7 while keeping that customers assigned dealer team members in the loop.
Utilizing AI to Streamline and Automate Ag Equipment Sales and Service
Q&A with Remi Schmaltz, CEO | Brilliant Harvest
Tell us about yourself and your company Brilliant Harvest.
Rémi Schmaltz, CEO and Founder of Brilliant Harvest. Remi has farming in his blood. His family has been in agribusiness for over 100 years, including farming, agretail, and an equipment dealership. He created Brilliant Harvest, an AI-powered Helpdesk made to empower equipment dealer teams across the entire customer experience (CX), from purchase to repair.
What are the biggest challenges that agricultural equipment dealers are currently facing?
Retention of talent and know-how at the dealership is a top issue. It takes years to find good employees and it is even harder to retain them. Recent dealer research shows that on average 1 year after a service/support person is fully trained they leave, costing dealers $2.4B annually in lost revenue. The size of the problem is much much bigger than that when you compare business metrics on automotive with heavy equipment dealers. There is a massive opportunity for efficiency gains!
Another common challenge that even the top dealers will admit is they do a good job with their top customers but it's the rest of their customers who also expect a high level of service that they aren't able to provide due to capacity or cost restrictions.
What specific tasks in equipment dealerships can AI help automate or streamline?
Brilliant Harvest's technology helps dealer employees find the right equipment information for sales, support, repair and service 10x faster and provides dealer customers with the ability to self-serve 24/7 while keeping that customers assigned dealer team members in the loop. This deflects up to 50% of questions away from the dealers team so they can focus on building stronger relationships and respond quicker to critical customer tasks that require a human.
What are the common misconceptions that agricultural professionals have about AI, and how can these be addressed?
There is this idea that AI will replace people, but it will not. AI helps to remove redundant and menial tasks from team members so they can focus on building meaningful relationships with their customers. The purpose of Brilliant Harvest is to enable your employees to achieve impeccable outcomes with less effort, to help them live a healthy well balanced lifestyle.
Can you explain how AI can support both customer-facing interactions and internal dealership operations? How do both the farmers and ag equipment dealers win from this?
AI is an engagement and communication tool that results in a better customer experience that is timely and accurate. Internal teams at dealerships have different skill levels and knowledge, they often look to each other for support in tackling problems. Many of those problems can be answered by AI without interrupting the work of another team member, democratizing knowledge. As for farmers, they are busy! The last thing they need is costly downtime. Brilliant enables the dealer to give their customers what they need to know, when they need to know it.
How can ag equipment dealerships evaluate whether AI is the right fit for their business and customer base?
Step 1 is identifying if there is a problem. AI is only a tool, it's not a silver bullet for all. So define the problem clearly, understand it well, and then evaluate what is the right tool for the job. Most dealers I have talked to know they have a talent problem and that there is an opportunity to provide a better customer experience. They know by solving both problems it will lead to business growth , and happier employees and customers. Brilliant's solution is easily deployed with a dealer, requiring minimal effort to get started.
What advice would you give to equipment dealers who are hesitant about embracing AI technologies?
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First, it shouldn't be about just embracing AI at all. Don't focus on that, focus on the problem you're looking to solve. Second, look for solutions to that problem that are specific to your industry. The equipment dealer business is very specific. Third, find a partner that has a proven track record with meaningful customers that you can trust.
The content & opinions in this article are the author’s and do not necessarily represent the views of AgriTechTomorrow
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