Mahindra ranks highest in satisfaction with the after-sales service experience with a score of 831, a 30-point improvement from 2017. Mahindra Swaraj (825) ranks second and John Deere (822) ranks third among the eight brands included in the study.

The 2018 India Tractor CSI Study is based on responses from 3,835 tractor owners across 14 states. The study was fielded from January 2018 to May 2018 and includes owners who purchased a new tractor between January 2016 and May 2017 from an authorised dealership.

The study finds that 58% of tractor owners received offers from their dealer to service their tractor at the owner’s premises, with 41% of customers selecting this service. Additionally, more than one-third (34%) of customers opting for the door-step service had a better-than-expected overall service experience than those who would have liked but were not offered the service (20%).

“In a rapidly transforming sector influenced by growing innovation, customer expectations of what defines an exceptional service experience keep changing,” said Yukti Arora, Practice Lead, Agriculture and Construction Equipment at J.D. Power. “Customers expect a convenient and personalized service from their dealer network, that is accessible to them through multiple channels. While the industry is making consistent efforts to improve the customer experience, current service offerings are often seen as inconsistent and disjointed. Manufacturers and dealers need to shift the focus from transactional sales and service practices to initiatives that meet their customers’ unique requirements in the most timely and cost-efficient way,” Arora pointed out.

The study also finds that satisfaction with service increases when tractor owners receive proactive reminders from their dealers about routine maintenance appointments, compared to when customers have to visit the dealer for arranging their service or repair work (827 vs. 807, respectively). However, only 1 in 5 tractor owners were contacted by their dealer to arrange for their service/ repair visit.

While the business is broadening its portfolio of products to include alternative fuels, downsized engines and electrification, diesel remains a core focus. The investment made in R&D for diesel is reaping rewards with Cummins teams consistently working to achieve cleaner air and meet increasingly stringent emissions regulations.

The company showcased its revolutionary concept of an integrated turbocharger and after-treatment system. Engineering expertise across Cummins Turbo Technologies and Cummins Emission Solutions has been combined to deliver new air and thermal management architectures in this single system. Representing the future vision for cleaner engine technology, the revolutionary concept integrated system consists of a Holset Fixed Geometry turbocharger with an integrated rotary turbine control (RTC) and a Close Coupled Unit with a Selective Catalytic Reduction catalyst.

“It is an exciting time to be in the power industry. Customers are demanding power options that deliver greater efficiency, reliability and flexibility, with reduced emissions,” said Tracy Embree, President of Cummins Components. “As engine manufacturers race to meet the demand for new power solutions, we are seeing new concept systems and innovations shaking up the industry and we’re proud to be at the forefront of these developments,”  added Embree.

Embree further stated, “At Cummins we are addressing this shift in the market by expanding our portfolio of products to reflect the needs of the future. In order to meet challenging new environmental regulations, we have adapted engine technology, resulting in diesel engines that are cleaner and more efficient. At IAA we will reveal the new technology that we believe will future-proof diesel engines for the next generation.”

Diesel fuel is the most energy dense liquid fuel available and advances in engines, emissions control technology and cleaner diesel fuels have led to some remarkable environmental gains.

The ongoing research and development on the integrated system looks at innovative ways for achieving optimised heat management and increased fuel economy. In turn, it works to deliver an increase in overall engine performance while providing Cummins customers a saving in costs by an increase in efficiency.

The integrated RTC enables exhaust gases to bypass the turbine stage and enter the Close Coupled Unit after the gas has been injected with urea by the new Cummins UL4 injector. This immediate conversion enables exhaust gases to be 70°C hotter than when it reaches the SCR catalyst in traditional after-treatment systems.

When combined with the Single Module, which alone reduced emissions by 97 percent over the previous generation of products, the integrated system has the potential to assist in meeting future lower NOx and GHG limits, as well as providing additional benefits for cold start and urban driving emissions reduction. The conceptual system is one method which demonstrates Cummins’ continuous investment in research and development in anticipation of future legislative limits.

To commemorate marking the 20th anniversary of Holset VGT, Cummins Turbo Technologies also previewed its most premium Variable Geometry Turbocharger to date – the seventh generation Holset VGT.

Predicted to save the customer fuel and achieve greater turbo efficiency, when compared to its predecessor, the advanced seventh generation Holset VGT demonstrates improvements to the turbine stage efficiency through advancements made to its patented nozzle and shroud design, making it the most efficient Holset VGT yet.

The business also highlighted the ongoing investment in R&D for 2021 -2024+ legislation, which focuses on developments around pulse optimisation, air-handling valves, oil seal improvements and electrified turbochargers.

In addition to the integrated system and preview of the seventh generation Holset VGT, Cummins is unveiling a number of other components at the IAA Commercial Vehicles show which showcase the expertise and research being undertaken by the Cummins engineering teams to support legislation changes over the next 10 years.

Source: IAA COMMERCIAL VEHICLES 2018