November 18, 2013
The Daimler Trucks North America (DTNA) network of Elite Support Certified dealers has agreed on new criteria for ongoing certification, the company announced this weekend.
According to DTNA, Elite Support is based on successful continuous improvement practices and focuses on enhancing dealership processes that address customer concerns, leading to higher standards of customer satisfaction throughout the DTNA network.
“To be the undisputed market leader, we also have to be an aftermarket leader,” Friedrich Baumann, senior vice president, aftermarket at DTNA, says the of the Elite Support program.
According to our sister site, Successful Dealer, the Elite Support Dealer Network collects feedback from the current 122 certified dealers on initiative improvements. The ones determined to have the most positive value networkwide were added to the standard.
The new standard raises the number of criteria that dealerships must measure themselves against from 135, covering areas of customer service, turnaround times, overall quality of workmanship, rapid diagnosis, consistent communication and robust parts availability.
DTNA says new criteria adopted include enhanced tracking standards for Express Assessment, which is designed to deliver the customer with an accurate service diagnosis, availability of needed parts, estimated cost and estimated repair time all within two hours of the service write-up.