PEOPLE OF CNH
GRASIELLE SILVA, CUSTOMER EXPERIENCE MANAGER
Next in our People of CNH series is Grasielle Silva, an agricultural engineer based at our Curitiba Plant in Brazil. Grasielle has worked at CNH since 2012, where she began her career as a specialist in Precision Agriculture.
Grasielle Silva
A Journey of Achievement
I am an agricultural engineer, the daughter and granddaughter of small rural producers. I have always considered myself to be a good listener and communicator. My background and positive mindset drive me to continue to Be The Best version of myself through my work in CNH.
I visited more than 60 cities in my first 12 months. I remember feeling so proud and energized to be part of a dynamic team working to win over customers and expand our market share.
The opportunity to coordinate and support customers, from large seed producers in Mato Grosso and Bahia, to small rice producers in the south of Santa Catarina really opened my eyes to how vast this sector is and the areas where we can make a difference.
My enthusiasm has increased over my time here and has led me to create and transform processes – always in pursuit of better customer outcomes. I never wanted to settle for an answer like ‘it’s always been this way’ when we were looking to improve a process.
Over the years the dealer network encouraged me to expand my internal connections and become increasingly curious and proactive in favor of a more agile process.
In my 12 years at CNH, in addition to sales, I’ve had the opportunity to work in marketing, collecting feedback in the field and supporting marketing strategies with real data.
Grasielle out in the field
One of my proudest moments was when I was asked to lead our customer experience (CX) journey with the New Holland brand. In 2021 I was promoted to head up the wider CNH regional initiative in Latin America.
Working with all areas and segments of the company and other countries in the region was a precious development opportunity, giving me a holistic overview of our business, allowing me to speak on important topics relating to the future of our brands and priorities for different levels of the organization.
Many new digital user experiences have been delivered by my team over the years such as the warranty digitalization platform, connected services, e-commerce and virtual assistants.
I get great satisfaction from being able to recognize those who stand out in this regard through our annual CX Awards. This year will be our fourth edition.
Every day I go to work, I wake up motivated to guide and support our teams in the steps to come. I feel honored to share my story and am sure it will resonate with colleagues who are equally as dedicated to making the customer experience better.
Grasielle pictured on the far right at the Customer Experience Awards 2022
Grasielle pictured front center at a training session of CX ambassadors in Cordoba, Argentina
PLANT SPOTLIGHT: BASILDON PLANT, UK
Basildon celebrates 60 years of manufacturing with a psychedelic twist
The UK’s Basildon plant celebrates 60 years of manufacturing this year. What better way to do so than by paying homage to the era in which the factory was built?
So, for the occasion New Holland unveiled a special edition T7.300 tractor whose design draws inspiration from the 1960s, a time of great creative and technological innovation. The anniversary edition's livery, crafted by the CNH Design Center, is inspired by the vibrant colors and patterns that epitomized the 'Swinging Sixties’.
First established by Ford and later acquired by Fiat, the Basildon plant aimed to modernize production processes compared to its existing facilities. Construction began in April 1960 and the plant was operational by early 1964. Its inauguration coincided with the launch of the Ford 2000 - 5000 tractor series. Over the years, the Basildon plant has introduced pivotal products such as the '10 series' and subsequent updates, leading to the current T6 and T7 ranges.
The plant as it looked in the 1960s
Florence Rivoal has worked at the Basildon plant since 1995
Florence Rivoal
“The biggest change I’ve seen since I started here has been how much technology has advanced. We have the latest cutting-edge technology, and we build tractors to the specification of our customers. This has really increased in the last 30 years. When I started there were no sensors, satellites, precision technologies nor telematics. Farmers were farmers but now they are land managers. With the changes in technology, efficiency has increased. It amazes me every time,” said Florence Rivoal, Logistics Support.
Alf Derby has worked at the Basildon plant for over 20 years
“Technology on our tractors has come on leaps and bounds. Things like auto guidance and GPS (Global Positioning System) mean that everything is done at the touch of a button. You could almost sit in a tractor and read the newspaper! There have also been big improvements in quality. Our pre-delivery inspections are rigorous and something we take pride in,” said Alf Derby, Senior Airbrake Technician.
Alf Derby
Today, the Basildon plant produces a complete tractor every five minutes, 85% of which are exported. There are over 10,000 different specifications tailored to different buyers. This site also serves as the New Holland brand’s Alternative Fuels Center of Excellence.
The anniversary festivities are set to continue throughout 2024 with the unveiling of the two millionth tractor to roll off the Basildon production line. The year will be capped off by the Christmas Tractor Derby in December where a parade of New Holland tractors will hit the streets of Basildon. Last year, hundreds attended to catch a glimpse of our marvellous machines.
- A complete tractor is produced every five minutes
- Over 10,000 different tailored specifications for customers
- 85% of Basildon tractors are exported overseas
- The two millionth tractor will roll off the production line this summer
Basildon colleagues gathered by the special edition T7.300
The special edition T7.300 tractor
An example of one of the first Ford tractors to come off the Basildon production line
