The First FSM Solution in Europe to Connect John Deere Dealers with ExpertConnect
Executive Summary
ExpertConnect is the digital thread for centralized and connected support, enabling John Deere dealerships to drive improved customer experiences. It serves as the primary tool to collect all customer requests in one place and manage them accordingly.
However, not all requests are solved in the chat. When a request requires the Service Department, the Frontu integration activates. It bridges the gap, synchronizing information seamlessly between the support desk and the field technicians.
Success Story: This integration was first successfully deployed for a John Deere dealer. Frontu is proud to be the first Field Service Management (FSM) solution in Europe to achieve this connection.
How to connect: We need to receive access via JD platform (need your dealer ID from dealer portal) to connect to your ExpertConnect account via API. Most likely you will need to confirm on JD platform that we should be eligible to access it.
How It Works: The Workflow
The integration creates a seamless loop between the support team (using ExpertConnect) and the service department (using Frontu).
1. The Trigger (ExpertConnect)
A customer contacts the dealer via ExpertConnect. Once the support agent identifies that a service action is required, they simply assign a specific "Agreed Tag" to the conversation ticket.
2. The Synchronization (Frontu)
Frontu monitors ExpertConnect in near real-time. When it detects the "Tag":
Automatic Request Creation: Frontu instantly generates a new Service Request.
Smart Assignment: The system automatically links the request to the correct Customer and Machine within the Frontu database.
Data Transfer: The request is populated with a Title, Description, and a direct link back to the ExpertConnect conversation.
3. The Conversation Summary
To ensure the service manager has full context without switching platforms, Frontu pulls the conversation history.
Format: A summary of the ExpertConnect notes/chat is saved as an attached file within the Frontu request.
Accessibility: This file can be previewed directly in the browser (opening in a new tab) or downloaded for offline use.
4. The Feedback Loop
Once the request is successfully created in Frontu, the system writes back to ExpertConnect.
Tag Update: The original tag on the ExpertConnect ticket is changed to reflect completion of service request creation. This informs the support agent that the handover was successful.
5. Execution
Service Managers review the incoming requests in Frontu (Triage). From there, they can instantly convert the request into a Work Order and dispatch a technician.
Key Benefits for the Dealer
Benefit | Description |
Zero Data Loss | No copying and pasting between screens. Information moves 100% accurately from conversation to service request. |
Faster Triage | Service managers get pre-filled requests with customer, machine, and context attached immediately. |
Enhanced Visibility | The summary file ensures the service knows exactly what was discussed with the customer. |
AI-Driven Insights | Frontu MAX AI enhances analytics in ExpertConnect by automating conversations categorization |
Proven in Europe | Validated by Dojus Agro, this is a robust, field-tested solution for John Deere dealers. |
What else: Alert Automation
In addition to chat integration, separate logic to synchronise alerts from manufactures about machines can be implemented.
The Challenge: Critical service notifications and alerts often arrive via email from the John Deere OEM platform, creating a manual triage process.
The Solution: Frontu implemented logic to parse these specific emails and automatically generate Service Requests.
The Outcome: Automated triage. Alerts from the manufacturer become actionable tasks in the service department immediately, ensuring no OEM directive is missed.
FAQ: Frontu & ExpertConnect Integration
Q: What is the main purpose of the Frontu and ExpertConnect integration? A: It bridges the gap between the support desk and field technicians by automatically converting ExpertConnect chats into Frontu Service Requests.
Q: How do I trigger a new Service Request from ExpertConnect? A: Simply assign the specific "Agreed Tag" to the customer conversation ticket in ExpertConnect.
Q: What happens after I tag a conversation in ExpertConnect? A: Frontu detects the tag, instantly generates a Service Request, links it to the correct customer/machine, and attaches the conversation history.
Q: How do I know if the handover to Frontu was successful? A: The tag on the ExpertConnect ticket will automatically change to indicate that the service request creation is complete.
Q: What information is transferred to the technician in Frontu? A: The technician receives the request Title, Description, a direct link to the chat, and a summary file of the conversation history.
Q: Can this integration handle email alerts from John Deere? A: Yes, logic can be implemented to parse critical emails from the JD OEM platform and automatically turn them into Service Requests.
Q: What allows Frontu to connect to my ExpertConnect account? A: You must provide your Dealer ID and grant API access confirmation via the John Deere platform.
Q: Is the chat history viewable offline? A: Yes, the conversation summary is saved as a file attachment in Frontu which can be downloaded for offline use.
Q: Does the system create duplicate data entries? A: No, it eliminates manual copying by syncing 100% accurate information directly from the conversation to the service request.