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DOUBLE SERVICES STRATEGY
In September, our Executive Team met with Caterpillar’s Executive Office to discuss executing and aligning services growth. Caterpillar has challenged the entire Caterpillar Dealer Network to develop very strategic and tactical plans to contribute to their goal of doubling their services revenue by 2026. The services target for 2026 includes all aftermarket parts sales and other Caterpillar services with the exception of rental. We have coined this initiative “2X26”. Most of you have already begun to see this and the logo in our Safety, Operational and other internal publications and we will continue to bring attention to this campaign in future communication.
This essentially means Louisiana Cat is challenged to double our Product Support Sales as well.
After months of meeting internally and with our Cat counterparts we were able to gain valuable insight of various elements of our business. We documented those customers we are winning with and identified market and service segments that we have the largest opportunities to grow. We’ve validated the importance of growing services and intend to increase investment and resources for services growth to meet or exceed the Caterpillar challenge.
Due to the current economic conditions, we do not anticipate services sales to grow in a straight line. We have already started making investments now for future gain and those investments will continue in many areas.
Our Services Growth Strategy has a number of key elements:
- Talent Plan & Culture - Securing the best team and a continuous improvement culture to achieve our goals
- Definition of Winning - Setting clear targets for services growth, with an emphasis on increasing parts sales
- Operational Transformation – Improving on efficiency to deliver profitable services growth; better parts inventory turns, and prompt shop and field service
- Digital Enablers – Increasing connectivity and using technology to help customers better manage repair opportunities
- Services Go-to-Market Strategy - A shift from selling traditional parts and labor to packaged, value-added services throughout the product’s lifecycle
- Operational Excellence Programs - When it comes to the delivery of our services, we are constantly working to improve commercial and operational capabilities
- Adjacent Services Opportunities - Continuously evaluating adjacent services opportunities, for example Caterpillar hydraulic services or hoses and couplings for non-Cat products
In order to have the entire Company pulling in the same direction, we also expect to engage what has been historically deemed non-Customer facing business units: Credit, HR, Safety, Training, Accounting, Marketing, Warranty, and IT to make sure we have our entire Company aligned with this mission. Everyone has a role to improve the customer’s experience, make customer interactions easier and faster to encourage repeat business.
Please know your support and participation whether you are in the field, shop or office will be invaluable.
We have a number of exciting changes moving forward to help us achieve this goal of 2X26 that you will be receiving from various department heads.
Sally Boyce Rinehart
President, Machine Division
Personnel Changes
In order to better achieve success we have made strategic moves to assist us in being aligned with current Caterpillar initiatives and better serve our customers. Along, with the changes listed in the below link, the following changes have been announced:
Joe Bruni has assumed the role of Sr. Marine Technical Services Manager in Morgan City.
Andy Songy has assumed the role of Branch Manager in Morgan City.
Don Emerson has assumed the role of SLD (Second Level Dealer) Program Manager. Don
will work with truck and marine dealers who
are authorized by Louisiana Cat to repair
Cat® engines.
Cliff Waters has assumed the role of Inventory Control Parts Coordinator.
Congratulations to everyone on their new roles!
HOLIDAY FOOD DRIVE RESULTS
THANK YOU all for participating in our first Holiday Food Drive! Together, we donated 3,944 pounds of food to food banks across Louisiana! We appreciate all of your hard work and donations to make this a success. The branch with this the most weight per person was Hammond with an average of 18.37lbs!
The Hammond team will be rewarded a branch lunch. Their branch donation box is pictured above.
📸: Amber Ledet, Rental Coordinator
New Iberia Dyno Building Update
An update from Quality Manager, Jarrod Suire:
The Dyno facility is in the final stages of construction. Electrical and gas lines are tied in, and most of the cooling tower piping is installed. Glycol and fuel tanks have been delivered and are being connected to the system. The majority of the equipment is in place; water cooling piping, expansion tanks, jib cranes, etc. The electrical conduit instillation is finished and the wiring is pulled ready to be terminated.
The final step is for Power Test to bring everything on line and commission into service.
CUSTOMER EXPERIENCE CORNER
Net Loyalty Score Trend
Exceeding Customers Expectation: Creating a GREAT + experience for our customer is critical to Louisiana Cat’s success. Whether it is a first time
customer or returning, we should all strive to create an exceptional experience. Thanks to the hard work of everyone, Louisiana Cat has had its best year in over five years on combined Net Loyalty Scores for a company total of 83%.
Reasons noted by our customers were knowledge and professionalism of staff, thoroughness of technician, quality of communication and #1 reason – quality of service. These reasonings are noted by customers and spoken amongst businesses. Louisiana Cat produced its highest monthly score of 2020 of 89.5%
for August, in the midst of a global pandemic.
Continuing to utilize GREAT + on every call for internal/external customers will provide a better phone experience for all and in doing so, we will have communicated well, asked for the business, discussed invoice/price and thanked them for their business. In addition, when we provide a positive experience on the phone, it often translates to a positive experience for our customers and Net Loyalty Scores. Let’s make 2021 Louisiana Cat’s best year!
Pats on the back
Blaine Alleman, Technician - Lafayette Rents
"Gilchrist Construction had a Large B30 size hammer broken down. We sold them a new one out of inventory so the job site in Henderson could be productive and not shut down. Gilchrist picked up the hammer on Nov. 24 (Thanksgiving week) and brought it to the job site to install. They wanted to be back up and going by Monday Nov. 30 and at full production. The techs at Gilchrist could not get the hammer installed as pins and bushing for the particular application were incorrect. Blaine Alleman, tech out of Lafayette Rents went to the job site on Friday Nov. 27, day after Thanksgiving. He identified the problem and with the cooperation and help of Tommy Fernandez, Francis Nunez, Derrick Melancon and I, we were able to get a subcontractor machinist, to make the proper bushings for installation on Saturday Nov. 28. The installation was finalized by Blaine. The customer was extremely pleased and happy to get back to work on Monday and in full production."
- Vince Meadows, Alexandria Service Manager
Brandon Nowlin, Outside Sales - Lake Charles Rents
"I would recommend Louisiana Rents because of my salesman. Brandon is excellent and he really takes care of everything. Brandon stopped by our job about 6 months ago and we've been working with him ever since. Brandon is always good about taking my calls and helps me get the machine I need on rent."
- Dustin Dewalt
Toni Duhe, Parts Counter - Reserve
"Ms. Toni does a really good job for us. She always stays in touch with me about our parts. When the office was closed for Christmas, Ms. Toni still made sure to call me to let me know my parts were in."
- Don Rodrigue, Matrix Service Inc
Nick Gallman, Service Manager - Bossier City
"Nick is by far the best I've dealt with. Nobody goes above and beyond like Nick does.
I've never had a problem with him."
- Josh Worn, WCI - White Oak Landfill
MACHINE BRANCH EXCELLENCE- NOVEMBER RESULTS
D9 REBUILD IN MONROE
The Monroe Rebuild Team recently completed a D9 Dozer Rebuild for Graphic Packaging.
Pictured left to right: Joseph Harper, Jason Musgrove, Mitchel Bergeron and Marvin Williams.
📸: Jeremy Thiels, Service Coordinator, Monroe
LOUISIANA SNOW DAY
Bossier City
📸: Brett Parker
Bossier City
📸: Stacey Reyenga
Monroe
📸: Kent Fuller
HAPPY RETIREMENT
Congratulations to Juliette Dupuis on her retirement! Juliette began her career with Boyce Machinery in 1983 and has been a dedicated employee for 37 years. Prior to her retirement, Juliette served as the
Service Operations Analyst, in New Iberia, supporting the Product Support team throughout the company.
She is looking forward to relaxation and enjoying time with her parents. Thank you for your service!
BABY CORNER
John Bradley Matte
Congratulations to Marine Salesman, Bradley Matte and wife, Alli, on the birth of their first child, John Bradley Matte. John Bradley was born December 26, 2020, weighing 7lbs and measuring 20" long.
Welcome to the Louisiana Cat family, John Bradley.
HAPPY BIRTHDAY FROM LOUISIANA CAT
CHEF'S CORNER
Vodka Honey Rigatoni
Submitted by Megan Lerch
Each month we'll be featuring original recipes submitted by an employee.
Over time, we will compile all recipes and create a cookbook. If you would like to participate
please send an email to Megan.Lerch@LouisianaCat.com with the following items:
your typed recipe, photo of the finished dish, photo of you with your dish and any other photo of choice.