Johnson Tractor Captures More Profit in Every Repair
How an 11-Location Case IH Dealership Uses AI to Improve Diagnostic Speed, Increase Service Profitability & Keep Customers Up & Running
Background
Johnson Tractor is an 11-location agricultural equipment dealership serving Wisconsin and Illinois, representing Case IH, Kubota, Kinzee, New Holland and a wide range of shortline brands. Operating in a high-demand dairy region, the dealership faces intense seasonal pressure where equipment uptime directly impacts customer operations. In these moments, fast, accurate service isn’t just operational: it defines the customer experience.
Johnson Tractor has built its reputation on strong aftermarket performance, recognizing that service quality, responsiveness, and profitability are tightly connected. As equipment complexity increased and technician availability tightened, leadership began looking for a way to help their team respond faster, reduce inefficiencies, and deliver more consistent service across all locations.
The Challenge
Johnson Tractor faced operational pressures that limited diagnostic speed, increased write-offs, and slowed customer uptime:
Dispersed Information
Technicians relied on multiple OEM and shortline systems, making it difficult to quickly find answers to begin repairs and while customers were waiting for updates.
Diagnostic Delays & Write-Offs
Technicians could spend hours searching for information and diagnosing issues that took only one hour to repair, slowing response times and creating unbillable labor.
Repeated Troubleshooting
Previously solved problems were re-diagnosed, delaying repairs and extending customer downtime.
Technician Dependency
Critical knowledge was locked with experienced technicians, limiting how quickly the broader team could respond to customer issues.
Workflow Interruptions
Technicians were frequently pulled away from jobs to answer questions, slowing both repair speed and communication back to the customer.
Customer equipment downtime
During peak seasons, delays in diagnostics directly impacted customer productivity and satisfaction.
“If a technician’s spending four or five hours trying to diagnose an issue, and it turns out to be an easy fix that only takes an hour, you’re probably not going to be able to bill all that time. The quicker that project’s out of the shop, the less time you’ve got to write off. And word travels fast, so the quicker you have an answer and get customers up and going, the happier they’re going to be.”
– Riley Reuterskiold, Service Manager, Johnson Tractor
The Solution
To address these challenges, Johnson Tractor implemented Vi by visorPRO, the AI-powered aftermarket platform purpose-built for equipment dealerships. Vi enabled both faster repairs and faster customer response by providing:
Centralized Knowledge Access
Mainline and shortline manuals, work order histories and service documents were unified into one platform, so answers could be found immediately without switching systems.
Accelerated Diagnostics
Technicians could access repair procedures, fault codes, specifications, and proven fixes in seconds, reducing time spent searching and performing diagnostics.
Work Order Intelligence
Historical repair data surfaced in real time, allowing teams to quickly identify solutions and communicate next steps with confidence.
Improved Quoting Accuracy
Aftermarket teams used past labor data to provide fast, reliable estimates to set clearer expectations for customers upfront.
Reduced Workflow Interruptions
Dealership team members could answer common questions independently, improving internal efficiency and speeding up customer communication.
Technician Development Support
Less experienced technicians gained a structured starting point, enabling more consistent service regardless of who handled the job.
The Results
The impact was immediate. Johnson Tractor improved service performance, reduced inefficiencies, and strengthened profitability:
Faster Diagnostics
Technicians spent less time searching and more time fixing, accelerating repair timelines.
Reduced Write-Offs
Shorter diagnostic cycles minimized unbillable time and improved labor recovery.
Increased Billable Hours
Technicians spent more time on billable work, with less lost to searching and delays.
Improved Quoting Accuracy
Estimates became faster and more aligned with actual repair requirements, reducing surprises for customers.
Stronger Knowledge Retention
Technician knowledge is now captured and accessible across all locations.
Faster Customer Service
Customers receive quicker answers, faster repairs, and more predictable timelines, especially during peak seasons when downtime is most critical.
“The quicker you can figure out the issue, the less time you have to write off. It’s better for everybody. The quicker you have an answer, the happier the customer. We’re more productive and put more to the bottom line because of it.”
– Riley Reuterskiold, Service Manager, Johnson Tractor
Why It Matters
Johnson Tractor’s experience highlights how improving diagnostic speed and access to knowledge directly drives dealership performance:
- Faster Diagnostics:Technicians spend less time searching and more time fixing, accelerating repair timelines.
- Reduced Write-Offs: Shorter diagnostic cycles minimize unbillable time and protect margins.
- Increased Billable Hours: More efficient workflows allow technicians to complete more billable hours.
- Improved Workflow Efficiency: Fewer interruptions and faster access to answers keep jobs moving through the shop.
- Faster Customer Uptime: Equipment is diagnosed and repaired more quickly, reducing downtime during critical seasons.
- Stronger Customer Profitability: Improved labor recovery and reduced inefficiencies translate directly into bottom line gains.
Ready to see the same results?