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Strategy
Drive
innovation
Develop a winning organisation
Enhance customer
centricity
Create a successful
premium channel
Lely is growing rapidly and given our already full order book for 2022, we must continue to pay close attention to our service. The current developments in the world demand our flexibility and our persistence in looking for new solutions to deliver on our promises. Strengthening our service organisation – which was a major focus last year and will remain an important area of attention moving forward – will enable us to continue supporting our customers in reaching their goals in the year ahead.
Fabio Oneda
Italian farmer
Fabio Oneda, a farmer in Italy, made the transition to automatic milking a few years ago. He chose Lely based on robot performance and animal-welfare standards. The thing that has impressed him the most about Lely has been the technical support. When a problem arose with the antenna on New Year’s Eve, the technicians were there for him. Fabio said of Lely’s quick and dedicated resolution: ‘The support provided by Lely Italia was crucial. I am happy that I had all the technicians with me. They all worked together as a team to solve the problem. I never felt alone. The robot has never had any further antenna issues. I received very intense technical support in the following months to monitor my situation.’
Sustainable transport and warehousing
By welcoming Mainfreight as our new supplier for the warehousing and transport of Lely Consumables, we further professionalise our service and contribute to a more sustainable value chain. Extensive track and trace capabilities will provide more insight into the delivery status of our products, improving our customer service. Mainfreight's sustainability initiatives, such as the use of special biofuel (HVO), the recycling of grey water for truck washing and irrigation and the use of 100% green energy to power warehouses, makes them a great partner to achieve our sustainability goals. The transition to Mainfreight will start in September 2022 and is expected to be completed in Q4 2022.
Focus on service
In 2021, we made significant investments in our service organisation to support our technicians in the field and provide better and faster service to our customers. We improved our response time to support calls to help technicians resolve issues more quickly. By investing in remote service and support, technicians at our Lely HQ in Maassluis are now able to work alongside technicians in the field, in real time, to service our Astronaut and Vector solutions. After a successful pilot, we also extended the roll-out of our troubleshooting app, which is used to find the root cause of issues with our robots, to 600 of our technicians.
Consumables and spare parts results show significant growth
Sales of spare parts and consumables are on the rise, reaching €200 million in 2021. This strong performance is the result of an increase in sales of our Lely robots as well as the quality of our products. Customers rely on our spare parts and consumables to work efficiently, sustainably and profitably. All products in our portfolio are sustainably produced and animal friendly. To further professionalise our consumables portfolio, we updated our packaging design. By using colour coding, we aim to support farmers in the safe handling of chemicals.
centricity
Lely designs and develops its innovations with the customer and cow in mind. Our employees are inspired daily by the challenges and opportunities that dairy farming presents. Some are even dairy farmers themselves. By listening to dairy farmers and truly understanding their needs, whether or not they are aware of these needs, we continue to innovate. All in pursuit of a singular goal: to simplify the lives of dairy farmers around the world and to work towards a sustainable, profitable and enjoyable future in farming. By working closely with our customers and developing products in partnership, we deliver the right product, the right level of support and the highest quality service.
channel
innovation
Sustainable transport and warehousing
By welcoming Mainfreight as our new supplier for the warehousing and transport of Lely Consumables, we further professionalise our service and contribute to a more sustainable value chain. Extensive track and trace capabilities will provide more insight into the delivery status of our products, improving our customer service. Mainfreight's sustainability initiatives, such as the use of special biofuel (HVO), the recycling of grey water for truck washing and irrigation and the use of 100% green energy to power warehouses, makes them a great partner to achieve our sustainability goals. The transition to Mainfreight will start in September 2022 and is expected to be completed in Q4 2022.
Focus on service
In 2021, we made significant investments in our service organisation to support our technicians in the field and provide better and faster service to our customers. We improved our response time to support calls to help technicians resolve issues more quickly. By investing in remote service and support, technicians at our Lely HQ in Maassluis are now able to work alongside technicians in the field, in real time, to service our Astronaut and Vector solutions. After a successful pilot, we also extended the roll-out of our troubleshooting app, which is used to find the root cause of issues with our robots, to 600 of our technicians.
Consumables and spare parts results show significant growth
Sales of spare parts and consumables are on the rise, reaching €200 million in 2021. This strong performance is the result of an increase in sales of our Lely robots as well as the quality of our products. Customers rely on our spare parts and consumables to work efficiently, sustainably and profitably. All products in our portfolio are sustainably produced and animal friendly. To further professionalise our consumables portfolio, we updated our packaging design. By using colour coding, we aim to support farmers in the safe handling of chemicals.
centricity
Lely designs and develops its innovations with the customer and cow in mind. Our employees are inspired daily by the challenges and opportunities that dairy farming presents. Some are even dairy farmers themselves. By listening to dairy farmers and truly understanding their needs, whether or not they are aware of these needs, we continue to innovate. All in pursuit of a singular goal: to simplify the lives of dairy farmers around the world and to work towards a sustainable, profitable and enjoyable future in farming. By working closely with our customers and developing products in partnership, we deliver the right product, the right level of support and the highest quality service.
Lely is growing rapidly and given our already full order book for 2022, we must continue to pay close attention to our service. The current developments in the world demand our flexibility and our persistence in looking for new solutions to deliver on our promises. Strengthening our service organisation – which was a major focus last year and will remain an important area of attention moving forward – will enable us to continue supporting our customers in reaching their goals in the year ahead.
Fabio Oneda
Italian farmer
Fabio Oneda, a farmer in Italy, made the transition to automatic milking a few years ago. He chose Lely based on robot performance and animal-welfare standards. The thing that has impressed him the most about Lely has been the technical support. When a problem arose with the antenna on New Year’s Eve, the technicians were there for him. Fabio said of Lely’s quick and dedicated resolution: ‘The support provided by Lely Italia was crucial. I am happy that I had all the technicians with me. They all worked together as a team to solve the problem. I never felt alone. The robot has never had any further antenna issues. I received very intense technical support in the following months to monitor my situation.’