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An effective call center can help expedite repairs and even get in front of a customer’s vehicle issues.

When fleets have an issue with a vehicle, they need a reliable partner — a service provider that can help them in a pinch and do it efficiently.

By having some form of easy-to-reach and effective service call center, service providers can be that reliable partner. By diagnosing the problem over the air, locating a nearby dealership or aftermarket repair shop, helping a stranded driver or by providing other types of assistance, service providers can streamline their customers’ repair process.

A service call center gets trucks back on the road more quickly and strengthens the bond between the provider and its customers. There’s more than one way to operate an effective service call center. Several companies have developed different methods to support their customers with much success.

Providing support

To streamline the customer repair process for its customers, Four Star Freightliner uses the Detroit Connect Virtual Technician, which is a remote diagnostic system for Freightliner and Western Star trucks equipped with Detroit engines designed to help truck owners make informed service decisions within minutes of an engine or aftertreatment concern.

“We keep our customers’ trucks on file and get a notice that the vehicle has an issue. This gives us a head start on getting in front of the process,” says Jerry Kocan, dealer principal, Four Star Freightliner. “We then notify our fellow dealer service personnel that we have a customer truck headed to them and let them know what the issue may be or what the error code is on the truck.”

Kocan says the program, which was implemented approximately three years ago, has been very successful and has made the dealership an “asset and better partner to our customers and separates us from our competition.”

Director of Customer Service Jim Taylor says Truckworx Kenworth’s fleet support program uses a combination of telematics, a service relationship management (SRM) system and relationships between its fleet representatives and customers to quickly facilitate repairs.

“There’s not a single software out there that provides our customers with the level of support they expect. We believe it’s a relationship and it’s hard work,” Taylor says. “We’re using the telematics Kenworth provides, Decisiv’s [SRM] and the relationships we have with our customers so they know we’re doing everything we can for them.”

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