Dealer service faces changing landscape
NAPA, CA. The relationship truck dealers have with their customers, their truck manufacturer and even with one another are in the midst of a radical restructuring intended to vastly improve service and total cost of ownership for fleets and other users, according to a panel of dealers speaking at a Daimler Trucks North America press event.
OEM and dealer collaboration in both the design of new service products and programs, as well as in the execution is “clearly making a major change [for our customers] in the ease of doing business with us,” said Rick Reynolds, president and principal of Peach State Truck Centers, as well as chairman of the Freightliner Dealer Council.
For an example he pointed to DTNA’s Express Assessment program, which promises fleets the critical information needed to make business decisions surrounding an equipment problem within two hours. It was only made possible by combining the company’s remote diagnostics system with changes in a dealership’s business processes, he pointed out.
