Chrysler 2010 Annual Report Download - page 122

121
In Europe and North America, CNH continued in its commitment to supporting the sales network and
responding to the service needs of end customers through specific programs for each brand aimed at
strengthening the relationship with customers and ensuring rapid service response to minimize downtime and
maximize productivity.
Case IH continued to provide its Max ServiceSM program to customers in Europe and North America, offering,
among other services, the 5 Star program which is specifically designed to give purchasers of a new model a
preferred channel to contact the brand.
New Holland Agriculture, with its Top Service program, extended the coverage of its Break Down Assistance
program to new models of round balers, telehandlers, and T6000 tractors.
Case Construction continued to operate its Customer Assistance program and, in Europe, New Holland
Construction (through its Customer Service) leveraged the Lead Management program to increase its reach to
potential new customers.
CNH Technical Service continued to focus on strengthening the ability of dealers to provide high-quality
technical support to customers. New electronic repair manuals (e-Tim, or Technical Information Manuals,
rolled out in 2010 to dealers for CNH agricultural brands in North America and Europe) were made available to
dealers online, providing technicians in the field with repair information in a simple-to-navigate user interface.
Feedback has been very positive.
Furthermore, new developments in diagnostic technology have enabled the expansion of Electronic Service
Tools to include a dynamic data recorder that enables dealer technicians to more quickly diagnose product
issues, reducing machine downtime and repair costs.
CNH offers financial services in North America, Europe, Brazil and Australia through a comprehensive range
of financial products such as dealer and end-customer financing, finance leases, operating leases, credit cards,
equipment rental programs and insurance products. Differentiated financial services are offered for both the
Agricultural Equipment and Construction Equipment businesses.
In North America, the activity is carried out through wholly-owned financial services companies that support the
sector’s sales through dealer and end-customer financing, as well as medium-to-long term operating leases.
CNH Capital also provides financial services to Maserati in the United States.
In Europe, end-customer financing is primarily managed through CNH Capital Europe S.a.S., a joint venture
with BNP Paribas Group (49.9% owned by CNH and accounted for under the equity method) that operates
in Italy, France, Germany, Belgium, the Netherlands, Luxembourg, the UK and Austria. Vendor programs with
banking partners also exist in France, Spain, Portugal, Denmark and Poland.
Dealer and end-customer financing activities not managed by the joint venture with BNP Paribas are managed
through captive financial services subsidiaries.
In Brazil, Banco CNH Capital S.A., a captive financial services company, offers both dealer and end-customer
financing. For end-customer financing, the company mainly serves as intermediary for funding provided by the
Banco Nacional de Desenvolvimento Economico e Social (BNDES), a federally-owned company connected to
the Brazilian Ministry of Development, Industry and Foreign Trade. Vendor programs offered jointly with banking
partners are also in place.
In Australia, CNH offers dealer and end-customer financing through a captive financial services company.