McCormick is using an online tool to build trust and make accountability transparent. The company has launched “Cyrus,” named for its founder Cyrus McCormick, a product from SalesForce. With online chat, logged communications, and direct communication with the accountable company representative, Doug Rehor, CEO of McCormick USA, says this is a transformational time for the company.
“This is a 24/7 way for our dealers to communicate with us,” Rehor explains. “And with it saving a permanent record of communication, we can hold ourselves to a new level of accountability. For us, this step is what we needed for our company. We can separate ourselves in this industry by how we take care of our dealers and customers.”
Cyrus went live on Jan. 1 and the company is adding about 20 dealers a week to adopt the platform.
“Dealers are quite happy with this program,” Rehor says. “That parts manager that was frustrated when trying to resolve a parts delivery issue now has a way to contact us at any time.”
Rehor explains that adopting this online platform is one more step in the company’s “Walk in their Shoes” campaign.
“We want to show empathy for our dealers and them shoe empathy for the customer,” he says. “That why’s when we sell a tractor we give that customer a pair of McCormick branded Red Wing boots, as more than just a symbol but a sign of commitment.”