Que, a Deere

Queplix, a provider of commercial open source software for customer care that must be located in French Canada, took time recently to announce some successful results its flagship solution QueWeb Customer Care has produced for John Deere.

As most know but Queplix PR nonetheless reminds, John Deere is the world’s leading manufacturer of agricultural and forestry equipment; a leading supplier of equipment used in lawn, grounds and turf care; and a major manufacturer of construction equipment and engines for heavy equipment. Heck, in the ‘States, the words “John Deere” are basically synonymous with “tractor.”

John Deere also provides financial services and the like, so it is here where QueWeb and its CRM product come into play.

Just about three years ago, John Deere migrated its extant “Dealer Technical Assistance Center” from a legacy system to a web-based platform, yet reportedly still preserving all customization, core functionality, and aesthetics of the old applications.

The John Deere DTAC is used in the company’s agriculture; construction and forestry; commercial and consumer equipment; and power systems divisions to support a global network of approximately 8,500 dealers, field service technicians and Deere DTAC analysts.

QueWeb is used in tracking equipment trouble tickets, searching customer support history, and finding documented solutions to product problems. DTAC was originally built on Quintus eContact software, which later became Avaya’s Interaction Center suite. When Avaya discontinued its line of business applications, John Deere moved to Java-based QueWeb.

And after three years, everything is still swell for Deere. The company has since expanded use of QueWeb in multiple internal and external customer-service departments, ultimately making QueWeb Customer Care a universal-level solution for John Deere.

Queplix offers a suite of software tools and professional services in areas of contact centers, help desks, and eService. Flagship product QueWeb can be deployed as a stand-alone or can convert entrenched legacy CRM applications from Avaya, PeopleSoft, Quintus, Siebel, and Vantive to its open source platform. Among QueWeb customers are John Deere, Hewlett Packard, Sony Ericsson, Telcordia, and Norfolk Southern.