Daimler Raises the Customer Experience Bar Again
Known for decades as a company seriously dedicated to giving customers the best, Daimler Trucks North America (DTNA) has introduced a trio of new updates that take customer service to yet another level. The company’s goal is to ensure Freightliner, Western Star, and other customers gets 24-hour turnaround on repairs. Or less.
That’s ambitious, certainly, but DTNA’s Stefan Kurschner says they’re up to the challenge. Kurschner, who is senior vice president of Aftermarket, says it’s an obvious next step for the company. “At the heart of everything we do is communication, speed and transparency, and our evolution positions us to achieve our goals.”
That’s great news for customers, who are already accustomed to fast, accurate communication when it comes to parts and repairs — especially if they work with one of DTNA’s Elite Support-certified dealerships. To achieve Elite status, dealerships have to demonstrate their “laser focus” on excellence in every detail as well as continuous improvement. Over the past 10 years, just 280 DTNA dealers – including Tracey Road Equipment – have earned Elite Support designation.
Members of the network collaborated with DTNA to define the elements of ideal customer experience. Out of that work came three new upgrades. What do these latest updates mean for you?
- Service Tracker boosts communication with service customers
When you have a truck that needs service or repair, you can’t just drop it off and forget about it. Is the work progressing as promised? When will you get the truck back so it can get back to work? Communication is critical, for scheduling trucks, loads, and drivers with least disruption. As a web-based, mobile-friendly app, Service Tracker ensures customers have real-time access to information from anywhere.
- Review and approve cost estimates
- Receive notifications about your vehicle’s repair status
- Communicate directly with their service team
We live in a digital world, notes Kurschner, so it makes perfect sense to use the latest technology to enhance customer support. Service Tracker integrates with existing Elite Support tech tools such as Express Write-Up, UptimePro, and Uptime Performance, which streamline communication and ensure that service processes are fast and accurate.
- An expanded supply chain ensures greater parts and service availability
Up till now, about 80% of Daimler Trucks North America’s dealers across the country have been able to get next-day parts delivery. That figure increases to 90% with the addition of DTNA’s newest parts distribution center in Phoenix. This facility, which is set to open early next year, will be the 10th PDC for DTNA. It joins Indianapolis, Dallas, and Des Moines, all of which have come on line in the past two years.
If you operate solely here in New York state or the northeast, that may not matter to you. However, if you’re on the road in the southwest and need a part or service, you’ll definitely appreciate DTNA’s mission to expand so more customers can experience 24-hour-or-less service.
- Massive Alliance Truck Parts product line expansion benefits all makes
DTNA is making an all-out effort to expand both product lines and availability for its Alliance Truck Parts division. Right now, the Alliance product portfolio offers about 50 items. Kurschner says that, by 2020, the company will launch more than 80 product lines. More than 15 will be launched just in the next few months.
To boost access to these all-makes products, several DTNA dealers will open Alliance storefronts and the company will also open new stand-alone retail stores.
It’s all about unswerving commitment to customers
“We have the industry’s largest network, and we have an impressive depth of products and service capabilities, but we’re just getting started,” says Kurschner. “Our commitment to all of our customers, especially Freightliner, Western Star, Detroit, Thomas Built Bus, and Freightliner Custom Chassis, drives us to keep raising the bar. And that will never end.”