Daimler conference addresses how to meet customer needs

by Truck West

PORTLAND, Ore. – Daimler Trucks North America (DTNA) held its biennial aftermarket conference ‘Evolution’ recently, with a focus on the company evolving to meet customer needs.

The event is the only conference of its kind that includes all brands within the company’s umbrella, and opened with DTNA president and CEO Martin Daum advising attendees to act as one team, lead with awesome DTNA products and provide a ‘wow’ experience to customers.

“We will move into the future with a continued investment in our products, facilities and IT solutions,” Daum said. “We have already seen improvements in the network this past year. We have enhanced parts availability, productivity, efficiency and competitive parts pricing and we will continue to make significant strides in the coming years.”
With a large portion of the conference focusing on dealers, distributors and suppliers, DTNA senior vice-president of aftermarket Friedrich Baumann said the company’s customer needs are evolving.

“We wanted to use this conference as a platform to support a continued conversation on the evolution of customer service in our industry,” Baumann said. “To support our market leadership position, it takes a combined effort among our brands, our network and suppliers to raise the bar on customer service in the industry.”

“Customer expectations are really evolving at a rapid pace,” Dan Stevens, vice-chairman of the Freightliner dealer network, added. “Companies like Apple and Amazon are raising the bar for customer service, and customers will continue to hold us accountable for that level of service and support. Luckily, we are doing a lot of things right. Through Elite Support, we provide a clean, clutter-free, safe place for our customers to do business while we work to get their truck turned around as quickly as possible. Through Express Assessment, we give customers the information they need to make a business decision in the shortest amount of time. We have all of the tools to provide exceptional customer service. What sets us apart is our continuous improvement process. The fact that we make incremental improvements in the things that we do every day is the key to our success.”

DTNA said all of its service locations and customer touchpoints would partner to provide a consistent best-in-class customer service experience.

“It’s important to note that customer service is not a finish line,” said Baumann. “As an organization, we are dedicated to continuous improvement that will continue to meet the evolving needs of our customers. Our customers come first and foremost, so we will place a great deal of emphasis on meeting those needs now and well into the future.”

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