Daimler Trucks North America (DTNA) announced several significant updates that aim to positively impact the customer experience. Enhanced digital solutions, a new parts distribution center, and a new retail strategy will benefit customers at every touch point and will help DTNA realize its vision of achieving 24-hour or less repair time.
“Our customers have diverse products and businesses, and we want to help them be successful by providing solutions that create efficiencies and value,” said Stefan Kurschner, senior vice president of Aftermarket for Daimler Trucks North America. “Our goals are ambitious. At the heart of everything we do is communication, speed and transparency, and our evolution positions us to achieve our goals.”
Kurschner noted that DTNA and its network have collaborated to develop new systems and processes to create an improved customer experience. Recently, DTNA’s Elite Support network – which has more than 280-certified dealers – spearheaded an effort to narrow the repair-time window to 24 hours.
Maximizing uptime and creating a superior customer experience starts with clear and timely communications, according to the OEM.
“Keeping customers informed every step of the way during a service event is one of the most important things we can do,” Kurschner said.
The new DTNA Service Tracker is a web-based, mobile-compatible application that enables customers to track their service in real time, on demand. Customers can opt to receive notifications about the repair status of their vehicle, review and approve estimates, and communicate in real time with the service location.
“The flow of accurate and timely information throughout the repair process is essential, and our team wants to use digital tools and available data to cultivate communications,” Kurschner said. “Service Tracker provides customers real-time information so they can make the best decisions for their truck, driver and load.”
Service Tracker is a component of DTNA’s suite of uptime management tools that streamline communications between customers and the dealer network. Express Write-Up, UptimePro and Uptime Performance are among the data-driven applications that work together to help dealers initiate, execute and manage their service processes.
The parts distribution center network continues to grow
In early 2019, DTNA will open its 10th parts distribution center in Maricopa County, which encompasses the greater Phoenix area. Phoenix was selected because, together with the other parts distribution centers, it supports DTNA’s ability to provide next-day delivery to more than 90% of its U.S. dealer order volume. DTNA’s existing network already reaches more than 80% of the U.S.
“Selecting the Phoenix area as a PDC location was more than just picking a dot on a map. Parts availability and quickly delivering those parts to dealers as well as fleets who have their own service shops is crucial to keep the technicians at work and getting vehicles back on the road faster,” Kurschner said. “Phoenix’s ideal location will improve service for many of those dealers and fleets.”
The facility in Phoenix will be the fourth parts distribution center opened by DTNA in just over two years. DTNA has also recently opened new parts distribution center in Des Moines, Indianapolis and Dallas.
