Daimler Trucks North America (DTNA) announced several significant updates that will 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 realise 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 the ideal 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.
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.
Noted Kurschner, “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. 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.
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 centres, 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.
“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,” said Kurschner. “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.
“Having and delivering the right parts for our customers when and where they need them, as quickly as possible, is essential to uptime and achieving the 24-hour or less repair turnaround time,” said Kurschner.
With more than 15 new product lines from Alliance Truck Parts scheduled to launch over the next several months, as well as new retail locations both in dealerships and at stand-alone locations, DTNA’s product strategy is positioned for growth in the all-makes parts segment.