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Customer Value Agreement

EXTRAORDINARY MACHINES.

EXTRAORDINARY SUPPORT.

THE SECRET TO HASSLE FREE OWNERSHIP

At the heart of Caterpillar’s business is a very
simple premise. Design and build the world’s best
machines. Then support them with the world’s
best after-sale and maintenance plans.

Pon Norway’s long-standing relationship with their customer Obviously, such a large customer will always require
Rental Group is a perfect example of just how successful more time and resources, but in many respects, they
this can be. A relationship that started way back in 1974. are no different than any other customer. Lars Erik
Sissener, Head of Service Support, Pon Norway, who
Over the years, both companies have grown together has worked with Rental Group for 6.5 years, “Naturally,
to become major players in their respective fields. we’re very proud to have such a prestigious customer,
This year Pon signed a five-year Cat Customer Value but in truth, no matter how big or how small a customer
Agreement (CVA) contract to cover all maintenance is, we will always go the extra mile for them. It’s more
and repairs of the 400 Rental Group’s Cat machines. than just something we do. It’s about who we are.”

Managing Director of Rental Group, Pål Brandvold, Again, Pål is in agreement. “It’s been our experience that
explains why this is so important to his business. they invest more in the customer than the competition.
“With the CVA in place, we know we are minimizing Nothing is too much trouble. Time, training, contact – they
the downtime for all our Cat machines.” sit down with us. This isn’t about sending over a service
agreement document. They focus on our needs.”
Of course, the reality behind such a simple statement is
a lot of hard work and commitment from many people at In the past, this has meant ‘borrowing’ parts from new
Pon Norway. People like Gunder Grimsrud Key Account machines if they didn’t have the necessary ones in stock.
Manager, Pon Norway. “The CVA we have with Rental Mechanics working through the night to have machines up
Group is the result of many meetings and much planning and running for the next day’s work. Or, on one occasion,
to reflect their specific needs. Working so closely together having a supervisor drive overnight to Oslo to pick up a part.
means it’s more like a partnership than anything else.”
With Norway having some of the most stringent laws
Something Pål entirely agrees with. “When we work regarding emissions, another important factor for Rental
on projects, it’s as partners. But by working through Group is how Pon Norway helps make hitting those targets
everything up front, we can give our clients the best easier. Pål explains, “With the world changing, Pon are
solution and total peace of mind. For example, if I have always there to help us meet these new needs. With Cat
to send 50 machines to the middle of nowhere, I need machines often being the first to market with new solutions.”
to know that I will have the support of mechanics etc.
when needed. Often that will mean weekly meetings.” Expanding on the environmental issue, Pål adds, “We
estimate that client-owned machines can be used
as little as 30% of the time. While rental machines
are a lot busier, ours tend to be used 80% of the
time. This is important as the harder the machines
work, the fewer machines need to be made. And that
is good for the environment and our future.” ■
Landing page:
cat.com/en_GB/support/
maintenance/customer-
value-agreements-cva.html

18 Cat Magazine