Built Around You: How FieldView™ Support Goes Beyond Troubleshooting

Read Time: 3 minutes
November 4, 2020
Cheryl Force
Customer Support Lead, Climate LLC
Nathen Huffman and Leigha Wilkerson
Customer Success Managers, Climate LLC

Whether you’re still harvesting and need to make the most of your window to be in the field, or you’re ready to analyze your yield data, you need all systems to be go. The FieldView Customer Support team is built around one goal: to keep you running smoothly during crunch times and all year round.

We know that when you need support, you want to quickly access help, get your problem solved and get back to work. So we give you many ways to get in touch and get what you need — you can call us at 1-888-924-7475, tweet us @FieldViewHelp, email us at support@climate.com, chat with a member of our team, or explore a library of product guides and tutorials. When you reach out to us, you can rest assured that our team of highly trained, knowledgeable and service-oriented people won’t rest until you’re having the best possible experience with FieldView. 

We Listen First

A key part of our training is to listen intently. When you call in, we’ll ask you questions designed to give us the clues we need to quickly navigate your issue. It's similar to when you take your car or truck into a mechanic and they ask about the last time you changed your oil, your battery's age, if the problem happens on a cold day or a hot day, etc. A seasoned mechanic doesn’t expect you to know the answer; they find it for you. Every time we pick up the phone, we’re ready to listen.

We Have Farm Equipment and Technology Specialists

Farming equipment is always changing. New products can have differences from prior versions that are slight or significant. Getting all of these pieces of equipment to work with FieldView is something we’re always improving upon, and our team is well versed in helping you navigate the solution for your unique setup. Regardless of the color of your combine, planter or sprayer, someone on our team is familiar with your setup. 

Not only does our team include colleagues with degrees in precision agriculture and agriculture systems management, but team members also focus on building specialties. From generalists with a wide range of product knowledge to experts who focus on topics like data management, our team has you covered.

We’re All About Customer Success

Our Support team of course includes tech experts who help you troubleshoot issues. But did you know that we also have people dedicated to proactively looking for ways that you could be using FieldView to add even more value to your operation? That’s right — we reach out to customers to provide insights and guidance customized to how you’re currently using FieldView, and how you could get more out of your subscription. Even if you’ve never needed our Support team for an issue, don’t be surprised if we call you!

“I've [used] four or five different platforms but ultimately it looked to me, like Climate is going to be the easiest, and I'm going to have the most support.”

— Rick DeGroote, Iowa Farmer

We Track Ourselves

When you call in, we’re measuring the length of your call and the time it takes to solve the issue. At the end of each week, we go over call reports and see where we could improve. At this time of year, you could say this is like our own harvest summary report.

“Climate FieldView's support staff is spot on.”

— Kristy Lammers, Iowa Dealer

We Work Weekends, Too!

Your busy season is our busy season. During the jam-packed times of preparing for planting and checking off all your to-dos for harvest, we offer extended hours of support. This is yet another way we're invested in customer success. If you run into an issue, call us and we’ll work hard to help you keep your harvest running smoothly. Or if your harvest is complete, we can help you ensure your data is in your account and ready to help you analyze what worked and what didn’t.

We hope your 2020 season has been great, and remember, we’re only a phone call away at 888-924-7475.

About the Authors

Cheryl has been with Bayer since 2010 and has a deep background in IT management. She joined the Climate Support team in 2020. She has experience in building support teams throughout the organization, including within IT, Commercial, Field Equipment Automation and Technical Pipeline Solutions. Cheryl holds a B.A. in Business Management with an emphasis in Marketing from Webster University.

Nathen graduated from the University of Missouri with a B.S. in Agricultural Systems Management. Before that, he served in the U.S. Navy as a Fire Control Technician on board the guided missile submarine, U.S.S. Florida SSGN 728(B). Since March 2018, Nathen has been working on the Customer Success Team starting out as a Support Generalist and a Data Management Specialist for the North and West regions. In June 2020, he took the role of manager of the Customer Success Team.

Leigha has been working for Bayer for almost three years as a Seed Service Advisor for the Lewis Hybrids brand and has previously worked as a business and finance manager in the automotive industry. She has strongly supported our dealers and customers in the United States and most recently has been a key contributor to a project that helps establish critical processes to better serve our enterprise customers. Leigha holds a B.A. in Classical Humanities from the University of Missouri - Columbia and is currently working towards a MBA at Webster University.