Lely has a unique support organization set up in the agricultural industry. This is to ensure the optimal performance of our customers and innovative products. Our Lely Center network worldwide is in the lead to support (1st line support) our farmers worldwide. The farmers need different types of support, e.g. technical service, farm management advice and support on the use of the software of our robotics. Lely is fully utilized to train and support the network to support the farmers. Lely provides training for the Lely Center employees to support the farmers with their requests. For all these different types of support, Lely has designed a model where the Lely Center can escalate or discuss open issues with the cluster organizations (2nd line support). The cluster organizations focus on one or multiple countries. These support organizations have the local knowledge of e.g. the markets, dairy production, type of cows and climate. In case the issues cannot be solved in the 1st and 2nd support line, Lely has a 3rd support line in the headquarter consists specialists on all products. This team is working closely with the product development department. At Lely, we aim for long term relationships with our farmers and with this setup we work as a team to 24/7/365 deliver the optimal support to the farmers. Lely sees its Lely Center network as a partner and together we will ensure the best support to the farmers (customers).
Besides, Lely support the Lely Center in the operational activities to the farmers, Lely has a lot of focus on supporting the Lely Center network to grow and develop to their next steps. The Lely clusters are able to support the Lely Centers and the owners on different levels like organization, education, sales, inventory, administration and efficiency. Every year, we create a year plan, we update the 5 year business plan and discuss the steps to take. Lely has development support budgets available to support the Lely Center to prepare for the future request of the farmers.