GREENSBORO, N.C. — Volvo Trucks dealers that adopt a standardized process to expedite repairs and provide more transparent information to customers will soon receive a special Certified Uptime Center designation.
The program will be rolled out in 2016 as part of Volvo’s efforts to maximize uptime, the company announced.
Customers arriving at a Volvo Certified Uptime Center will receive a quick diagnosis and improved service workflow supported by Remote Diagnostics. The Uptime Centers will also be supported by the recently announced integration between Truck Diagnostics System (TDS) and Volvo ASIST, its service management platform.
Certified dealers will feature dedicated uptime bays, where trucks requiring a repair time of four hours or less are serviced immediately, eliminating the “first come, first served” practice that’s common today, Volvo announced.
“Volvo Certified Uptime Centers will enable us to better identify and address customers’ needs through prompt, efficient service,” said Göran Nyberg, president of Volvo Trucks North America. “We’re taking our already superior service to the next level to make sure customers’ trucks are earning them money and not waiting to be serviced.”
Volvo is piloting the program at 13 dealerships in the US and Canada. Early results show pilot locations have seen an immediate increase in the number of trucks being fully repaired within a 24-hour period as well as increased customer satisfaction.
“Our customers are absolutely noticing a difference through the Certified Uptime Center pilot program,” said Chad Clancy, service manager at Kansas City, Missouri-based Westfall O’Dell Truck Sales, one of the pilot locations. “Not only has our diagnostic time been significantly reduced, we’re also getting trucks through the repair process more quickly, which means our customers are getting their trucks back sooner.”
The pilot will run through the remainder of 2015 with rollout across the dealer network to take place next year.