The management team at Monroe Tractor understands that in the heavy equipment business, customer service is the product for sale. While the company represents numerous equipment manufacturers, whose excavators, skid steers, backhoes, pavers and other machines are on display at each Monroe location, customers could easily purchase similar machines from other area equipment dealers. Monroe has learned that customers will choose to buy from the equipment dealer that provides the best service and support.

To many equipment dealers, “customer service” refers only to their parts supply and repair businesses that provide ongoing maintenance of the machine. Yet, equipment purchases are typically the largest non-real estate investment a business owner makes. Their purchase decisions involve complex financial and strategic issues because the machine must provide an immediate cost-effective solution, yet have the flexibility and durability to deliver long-term return on investment.

At Monroe Tractor, customer service begins before the sale and assists equipment owners with every service needed to manage their investment profitably. Customers rely on Monroe for information and guidance in the selection, configuration, and financing of their equipment investment, in addition to the mechanical support services that keep the machine operational.

Roy Hoag, owner of Kodiak Excavating, is one such customer. His company operates a sand pit that supplies gravel for its construction projects and runs twelve pieces of equipment, including trucks, dozers, a roller, and backhoes. The company also has future plans to open a second pit for the production of topsoil. Hoag became a Monroe customer eight years and four machines ago.

Kodiak had an immediate need to increase its capacity to screen construction-grade gravel in support of its excavation and construction projects. There are a number of reputable manufacturers of screening plants to choose from, that together provide a wide range of features and output capacities. Hoag faced a formidable task to evaluate and select this important and strategic equipment investment for his company.

Kodiak’s current screening capability had been in place for years, and Hoag needed to review the latest technology. The solution would have to support Kodiak’s current workload, handle the peak production periods that are the nature of his business, and provide for some future growth. Portable screening plants were now available that could be easier to move than the material.

Josh Clark, a salesman at Monroe Tractor’s Albany location, did the hard work. With a firm understanding of Kodiak’s business operations and Hoag’s future plans, Clark researched and presented the optional screening plant solutions available and the advantages/disadvantages of each. Machine capacities and duty ratings were compared, and Clark introduced the newest models that feature trailer-mounted mobility and high-production conveyed material movement. The overview saved Hoag hours of research and phone calls. Now fully informed, his purchase decision became easy and the purchase of a Vibroscreen SCM-40 Screen Machine was in the offing.

Kodiak Excavating has been using the Vibroscreen SCM-40 since last fall and is impressed with its performance and durability.

“The Vibroscreen has been everything we expected,” Hoag attests. “The capacity of the Model 40 more than meets our current needs, and its versatility allows us to easily change screens to produce sand, topsoil or gravel. And it’s portable. We now move the Vibroscreen close to the material, rather than carrying the material to the screening plant.”

That’s strong testimony, especially when you learn that there was an initial glitch. The Vibroscreen SCM-40, manufactured by Vibrotech Incorporated of Quebec, Canada, is the latest screening technology, and Hoag agreed to be the first US customer installation of the new product line.

Hoag laughs about it now: “It was really nothing, a very minor problem. In fact, I was even more assured of my purchase after seeing the support that showed up to resolve the issue, and particularly, the local expertise provided by Monroe. Equipment malfunctions are a part of this business, and we rely on our service partners to help us keep our machines on the job. The Vibroscreen has proven to be a very reliable machine, and we know support from the manufacturer and Monroe is available if we need it.”

The mobility and flexibility of the Model SCM-40 offered the best value for Kodiak’s requirements. The efficient design and quick set-up will allow Kodiak to tow the Vibroscreen between the gravel, topsoil, or project location as needed.

Clark recommended the best value for his customer. “The capacity and duty rating of the Model 40 met Kodiak’s current and near-term needs. The mobility made it possible and convenient. While Kodiak will eventually outgrow this unit as their success continues, the next solution will probably be to add another Model 40, rather than one larger machine.”

The versatility of both the Vibroscreen solution delivered for Kodiak Excavating, and the Monroe Tractor team made it easy. The Monroe sales team understood Kodiak’s needs and researched the available solutions. Finance and field service teams assisted the sale and co-coordinated with the Canadian manufacturer to install. And, when the time comes, the parts and service departments will support Kodiak’s maintenance of the machine. That’s customer service.

For more information visit www.MonroeTractor.com
or call the Monroe Tractor sales office nearest you:
Henrietta, NY: 585-334-3867; Buffalo, NY: 716-681-7100; or Syracuse, NY: 315-452-0000.

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