As automation accelerates across the poultry industry, much of the conversation has focused on system performance. Throughput, accuracy, and labour savings dominate decision-making. But as more hatcheries adopt advanced technologies, it’s clear that long-term success in automation depends as much on service strategy as on technology.

The automation process does not end at installation. In reality, this is where the real work begins.

For hatcheries operating at high volumes, even minor disruptions can have a measurable impact on productivity, animal welfare, and downstream performance. Here is why the ability to maintain uptime, resolve issues quickly, and continuously improve system performance is now central to the value of any technology investment.

Proximity matters more than ever

One of the strongest differentiators in service strategy is the availability of localised, highly responsive field support. Rather than relying on centralised teams covering large geographies, Targan invests in regional field service technicians who operate within close proximity to customer sites. This approach enables personalised support, informed by the detailed understanding of each hatchery’s operating environment.

Technicians are typically positioned within 2-3 hours of the systems they support, depending on the region. And as Targan expands into new and emerging markets, this proximity may vary, but the focus remains on maintaining responsive, high-quality support. Each technician is responsible for a small number of systems, often between 1 and 4, depending on the region. This approach enables more timely, biosecurity-conscious support.

Technicians are assigned to a limited number of sites and operate within close proximity, ensuring appropriate downtime and strict protocols are followed between hatchery visits. It also allows technicians to build familiarity with individual hatchery operations, which can significantly improve the speed and accuracy of troubleshooting.

Remote support as the first line of defense

While proximity remains essential, the nature of automated technologies means that remote support now serves as the first line of response. In many cases, systems are monitored and refined without the hatchery even being aware that an intervention has taken place.

In practice, this means that when a hatchery encounters an issue, support begins immediately. Remote teams can guide on-site staff through physical checks, review system data, and in some cases resolve the issue without the need for a technician to travel.

Field technicians remain fully engaged during this process. As they travel to the site, they are already in communication with both the hatchery team and internal support specialists, gathering information and narrowing down potential causes.

This layered approach ensures that by the time a technician arrives, if required, they are not starting from scratch. Instead, they come prepared with context, which leads to faster resolution and minimises disruption.

Reducing the operational burden on hatcheries

Hatcheries are under increasing pressure to operate efficiently, and managing spare parts, maintenance planning, and system upgrades can add unnecessary complexity. It’s important to address this by integrating these elements into the service offering. In Targan’s case, spare parts are kept on site and provided as part of the overall comprehensive service package, removing the need for hatcheries to manage procurement or inventory.

Engineering upgrades are also included. As systems evolve and improvements are identified, most updates are implemented in the field without additional cost, ensuring customers continuously benefit from the latest advancements. This ensures that customers are not only maintaining performance but continuously benefiting from the latest advancements.

The result is a model that shifts the operational responsibility away from the hatchery and onto the technology provider, allowing producers to stay focused on core production goals.

Scaling service alongside growth

As automation providers expand into new markets, service infrastructure must scale in parallel. This is often one of the biggest concerns for hatcheries considering new technology, particularly in regions where local support has traditionally been limited.

The question is straightforward: if something goes wrong, who is there to fix it?

To address this, Targan is actively investing in the recruitment and deployment of field service technicians in both existing and emerging markets. This includes building teams in new countries as systems are installed, as well as strengthening coverage in regions where adoption is accelerating.

This proactive approach is critical. Without it, even the most advanced systems risk underperforming due to gaps in support.

Service as a competitive advantage

As the industry continues to modernise, service is becoming a key differentiator between technology providers. Performance specifications may get a system through the door, but long-term partnerships are built on reliability, responsiveness, and trust.

For hatcheries, this means evaluating not just what a system can do, but how it will be supported over time. Questions around response times, local presence, upgrade pathways, and overall service philosophy are now central to investment decisions.

For providers, it represents an opportunity to move beyond transactional relationships and deliver ongoing value.

Automation is transforming poultry production, but it is the strength of the service model behind it that ultimately determines long term success.

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