WheelTimeNetwork, L.L.C., a professional truck care and service network with nearly 200 locations serving the U.S. and Canada, announced the rollout of the WheelTime Customer Service Platform, a repair and maintenance service management program based on WheelTime’s promise that all Network customers receive consistent levels of service and consistent hours of labor per repair or service.
“As an industry, we all tend to feel we’re good at fixing things,” says Mike Delaney, president and CEO of WheelTime at the TMC SuperTech 2010 Awards, “but that isn’t going to be enough in the future. Innovation in business processes is the next frontier in truck maintenance.”
He adds, “To keep pace with technology as well as customer needs, the industry needs more transparency, better data and improved information flow between truckers and maintenance providers. In addition, we need more consistency in maintenance quality, better control over maintenance costs, and a stronger focus on outcomes. Getting to that point demands an overhaul in the way we estimate and document repairs as well as the way we manage the business of maintenance to better meet the needs of trucking customers today.”
The new WheelTime Customer Service Platform will utilize Motor Information System’s labor guide for medium- and heavy-duty vehicles. The integration of Motor’s benchmarks with WheelTime’s Customer Service Platform means WheelTime service locations will have access to detailed labor guides for quickly estimating repair work based on standardized repair times to ensure repairs are completed on time and on budget.
“We know customers are frustrated by variations in labor hours charged for similar repairs,” says Delaney. “By integrating Motor’s guide directly into our Network’s system, we hope to ensure customers that our aim is always to provide fair and consistent service.”
The WheelTime Customer Service Platform is one of several strategic initiatives designed to significantly enhance the value of the WheelTime Network to customers. Over the next year, the Network plans to expand WheelTime services and capabilities; continue to drive quality across the system; and employ innovation across all systems and customer services.
“The industry wants and needs support that is oriented toward the way trucking companies do business,” Delaney adds. “When you match WheelTime members’ background in handling the most complex repairs with their unified desire to create a service network that is second to none, you get innovation and the commitment to set new standards for the industry.”
