Thermo King announced Wednesday 30 new dealer locations have been added to its Blue Track by Thermo King elite service model this year. This expansion brings the overall number of locations to 92.
According to Thermo King, this means now more than half of 180 Thermo King's dealership locations in the United States and Canada qualify as Blue Track by Thermo King certified. Qualified dealers have met stringent requirements including triage and express services, dwell time monitoring, real-time communication updates to customers, parts inventory management and enhanced dealership hours.
“We introduced this elevated level of service in 2020 to proactively prepare for the future transformation of the transportation industry,” says Mark Nyman, channel excellence leader for Thermo King Americas. “Blue Track by Thermo King dealerships are investing in advanced services to meet customer needs while they navigate through ongoing technological innovation, regulatory changes, and the need for real-time equipment visibility and monitoring. These efforts provide a consistent experience for our customers and enables them to operate more efficiently.”
Thermo King adds these dealers provide fleets with enhanced services that redefine and standardize customer service offerings in the transport refrigeration sector. The result is a positive and efficient dealership experience – all aimed at maximizing vehicle uptime. Blue Track by Thermo King dealers also are required to take additional training that focuses on lean improvements and invest in the education of service technicians, innovative technology, and dealership amenities, the company says.
To maintain Blue Track by Thermo King status, the company adds dealership performance is precisely tracked and measured, and the added value received by customers is clear:
- YTD, 87% of small repairs (such as alternator, starter and battery work) have been completed within 24 hours due to the addition of triage and express service lanes available at Blue Track by Thermo King dealership locations. This is a 6% improvement year over year.
- Based upon the Customer Satisfaction Index (CSI), these elite service dealerships have received a 94% customer satisfaction rating from drivers visiting their locations. This is a 6% increase since 2020.
Beginning in 2024, Blue Track by Thermo King dealers also will incorporate a CSI to measure and promote an optimal purchasing experience is being delivered to customers, the company says.