Scania rolls out customer service strategy

Truckmakers tighten competitive focus on back-up for buyers

By Rob McKay | February 22, 2011

With customer services becoming a major battleground for truckmakers, Scania has established of a specialist team of active services and parts account managers in a bid to strengthen its customer interface.

The implementation of this program is a key element of a global strategy for Scania.

Located at key centres around Australia the aim is for account managers to work with customers to provide increased efficiencies through the provision of a wide variety of Scania products and services, Scania says.

Customers can expect visits by active services and parts account managers promoting and explaining the "vast menu" of services and benefits.

These stretch from routine maintenance to repair and maintenance contracts, vehicle tracking and condition monitoring, and parts package plans to purchase-to-disposal fleet management

"We will be introducing customers to the Scania Total Transport Solution," Scania Australia After Sales National Manager Michael Weber says.

"Our new active services and parts account managers have substantial industry experience.

"They will be building and fostering good relations with customers, focusing strongly on meeting their needs.

"They will be explaining the benefits of genuine Scania parts and factory-trained technician-delivered services."

While the roving managers will talk about fleet parts offers and maintenance plans, the Scania After Sales program "is far more comprehensive, and is just as well suited to smaller operators".

"We can tailor almost any programme for our customers, depending on their requirements, from packaged parts programs to preventative maintenance programs or service contracts," Weber says.

"The aim is full-time peace-of-mind and maximum uptime."

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