Case Study: Wagner Equipment Company improves customer experience with The Daniel Group

Wagner Equipment improves CX over 2 years with The Daniel Group

Wagner Equipment Company, a large fourth-generation Caterpillar dealer with 27 branches across Colorado, New Mexico, and West Texas, faced a significant challenge in its customer experience (CX) program. The company lacked a foundational understanding of CX, viewing it merely as a box to check for Caterpillar rather than a core business function. This led to disjointed and inconsistent customer service across its vast territory and 1,700 employees. To address this, Wagner partnered with The Daniel Group for guidance in measuring, managing, and improving its customer experience.

The solution developed with The Daniel Group involved a complete reset, moving the organization from denial to acceptance of its CX shortcomings. The vendor helped Wagner create a set of consistent standards called the "10 Ws," which defined clear expectations for every department and frontline employee. This provided a unified foundation for customer service across all locations. While comprehensive training across the large workforce remained an ongoing challenge, the partnership with The Daniel Group was credited with making tremendous progress, turning the company's vision of human-centric relationship building into a daily operational reality.

Wagner Equipment Company