Access Service Australia (ASA) has spent more than two decades providing trusted equipment service support to tier one rental companies across Australia and New Zealand. EEM sits down with the ASA team to learn how they are leveraging their expertise as a newly appointed dealer for Merlo Australia’s Cingo range.
Having recently added the versatile Cingo range to its local offering, Merlo Australia has been expanding its dealer network accordingly to meet demand.
While this has involved reaching out into markets previously untapped by Merlo Australia’s telehandler range, it has also presented an opportunity to strengthen existing relationships.
One such relationship that has proven to be a key asset in the early roll-out of the Cingo range has been with Access Service Australia (ASA).
Since 2000, ASA has evolved from a Brisbane-based service support business for elevating work platforms, to a well-respected equipment dealer with a presence that extends across Australia’s east coast and New Zealand.
Chris Wilson, Merlo Group Australia National Dealer Development Manager, says Merlo Australia and ASA have worked together closely for the better part of a decade.
“We had a couple of key accounts that needed servicing, and ASA had an existing national footprint which suited us down to the ground,” he says. “And from there, we’ve worked closely with them for the past nine years. They’ve been a fully compliant service agent for Merlo machinery, with full access to all our programs and diagnostics.”
Chris says when discussions started brewing around ASA coming on board as a dealer for the Cingo range, it quickly became apparent that it was a natural fit.
“They could see a need and an opportunity through their customer base for the Cingo product, so they jumped on board,” he says. “Since then, they’ve been to the Merlo factory in Italy, they’ve seen the manufacturing process – they’re fully involved in the Merlo brand from that perspective, and that means they’re very comfortable talking with their customer base about the Merlo products.”
Built on service
At the helm of ASA is Director Paul Sharples, supported by General Manager John Oliver – each of whom have been with the business for more than 20 years.
“We are probably best known for elevating work platforms,” says Paul, “but over the years we have spread our wings and grown to suit both our skill base and customer base, and we now take on telehandlers, light towers, and more.
“At the start, we were providing service to any and all customers, but as time has gone on, we’ve gravitated towards providing support for manufacturers and rental companies.”
With 55 technicians spread across three primary locations, ASA has developed a robust network to ensure tier one rental companies are well supported.
“This is a very important requirement for the primary and volume buyers of equipment like the Cingo,” Paul says. “They really need to see a solid post-sales support mechanism.”
He says ASA’s proven track record in this regard was a big reason Merlo Australia proposed the Cingo distribution partnership. And likewise, the ASA team was excited to add the trusted Merlo name to its product range.
“Partnership is the key word,” Paul says. “It’s much more of a collaborative arrangement than a typical supplier-distributor relationship. Merlo Australia are doing their best to support us to be the best that we can be in selling and supporting their product. It’s a very collaborative and transparent relationship.”
“You could say it’s two halves coming together,” adds John. “You have the manufacturing know-how of Merlo, and our service and backup support, and we’ve combined our strengths to support the tier one rental companies.”
In the right corner
Michael Lombardo, Merlo Group Australia Managing Director, says his business’ relationship with ASA has continued to strengthen the Merlo brand’s presence in Australia. He says this is owing as much to ASA’s strong service network as it is to the personal touch they bring to their day-to-day operations.
“Their relationships with tier one rental companies are very much based on personal connections at an extremely high level,” says Michael. “On top of that, the ASA team is very well acquainted with Merlo products, and they’ve had ongoing factory training and backing through their nine-year tenure as a Merlo Australia service agent.
“For us, we see ASA as a key participant in our efforts to be better in the after-sales side of our business as well. It’s a relationship that we hope continues to evolve.”
For more on Merlo Australia, visit: www.merlo.com/aus/en
If you are interested in dealership opportunities for the Cingo range, contact: email@example.com