Experience

Kubota UK

Kubota (U.K.) Limited is a subsidiary of the Kubota Corporation, which was established in 1890 as a manufacturer of cast-iron ware pipes in Osaka, Japan. Leading the way in tractor, ground care and mini excavator excellence, Kubota strives to deliver outstanding performance and legendary reliability; supported by a first-class service from a nationwide network of dedicated, specialist dealers.

The background

As one of the biggest agriculture companies in the world, the service Kubota provided to its dealers and customers needed to be consistent with the brand promise it is so publicly committed to.

In 2018, Carousel was approached by Kubota to enhance customer satisfaction and support in its long-term business growth.  

For Kubota, being able to offer their UK mainland dealers a pre-8.30am delivery with real-time access to accurate data was something that was previously unattainable for them. Carousel was the perfect provider to fulfil this need.

Our approach

Our solution was developed in close partnership with Kubota and it continues to play a vital role in maintaining this customer commitment and in satisfying their promise of enhancing parts inventory in each local market. We looked closely at the needs of customers to design an innovative time-critical solution that makes the lives of their customers better.

Using technology, we enhanced the delivery service for replacement parts by launching a self-service booking portal to give Kubota greater visibility over shipments. The solution offers customers multiple final mile delivery and returns options; a proposition that would not be available through other integrators.

We also implemented a comprehensive ‘in night’ delivery service, enabling the collection of spare parts, direct from the central hub, providing delivery direct to Kubota’s dealer network by 8.30am.

In addition to the in-night solution, we also implemented several other services, including UK domestic overnight, international transportation and returns management, so that Kubota could access the most appropriate service for their dealer network’s requirements.

Key benefits

Our time-critical service is tailored to meet the needs of Kubota and its customers and offers many benefits including;

  • Better optimization of assets
  • Reduction in inventory
  • Improved customer experience
  • Increase in engineer and machinery uptime
  • Faster first time fix

The result

The solution provided by Carousel has given dealers the confidence and ability to support their customers more effectively and efficiently as they no longer have to worry whether deliveries would arrive on time.

Using our own technology solutions, we have been able to help Kubota take its customer experience to the next level, whilst also bringing significant efficiency gains across all areas of its operation. It’s a step-change that has allowed Kubota to meet the changing needs of its aftermarket, while also supporting with its ambitious growth plans.