Swaraj Tractors’ get future ready by empowering sales and customer care teams through rigorous capability building in collaboration with NRFMTTI

With Swaraj setting the theme for its ‘March to Lead’ campaign by prioritising constant upskilling through capability building and enhancing customer experience, the HR and Customer Care teams initiated a comprehensive project aimed at bolstering the skills of the Sales and Customer Care teams. The project focussed on improving knowledge of tractor and farm machinery integration to satisfactorily handle customer queries and further enhance the customer experience.

The Northern Region Farm Machinery Training & Testing Institute (NRFMTTI) in Hisar, with its expertise in testing, certifying farm implements, and relevant training curriculum, was chosen as the training partner.

To develop the training module, the teams identified common customer challenges. The training designed under the theme ‘Strengthening the technical core – Tractor and Farm implement integration,’ was developed in collaboration with NRFMTTI faculty. Key topics covered were::

• Tractor power and applications
• Appropriate tractor selection based on implement integration, soil, and crop conditions
• Introduction and critical settings of commonly used and new implements
• Field performance testing parameters and verification methods

The pilot batch was launched early last month by Arun Raghav, Head – HR, ER, Admin & CSR, Swaraj; Piyush Kaushik, Head – Customer Care, Swaraj and Mahesh Lakhani, Field Service Head, Swaraj.

It is the collaborative efforts of the team which led to the successful execution of the programme:

• Custodians for developing the module and executing the training: Ginni Kumar (HR Manager) & Yuvraj Wahi (Product Support Manager)
• Sales and Customer Care Team for supporting module development: Alok Gupta (National Sales & Customer Care Head), Piyush Kaushik (Customer Care Head), Mahesh Lakhani (Field Service Head), Akanksha Awasthi (Customer Experience Head), Manish Pandey (Zonal Customer Care Manager – North), Sukhwinder Singh (Product Manager), Divya Goel (Regional Customer Care Manager – East), Bhupinder Kaushal (Regional Customer Care Manager – West), Baljeet Singh (Product Support Manager), C Ragaval, Ramandeep Singh, Bhairon Namdeo (Training Team)
• HR Team Members for partnering with NRFMTTI and execution: Arun Raghav (Head – HR, ER, CSR & Admin), Saurabh Arora (HR Lead – Sales & Customer Care), Ginni Kumar, Ishaan Attri, Vignesh Srinivasulu (HR Managers)

Future batches will see the participation of cross-functional teams as part of the organization’s commitment to Rise to be future ready.