DTNA expands its Elite Support dealer network

Daimler Trucks North America (DTNA) has expanded its Elite Support Certified dealer network, bringing the number of North American locations to 113.

Elite Support is a collaborative initiative between DTNA and its truck dealers that focuses on continuously improving the customer experience, the company said, adding that participation in the network offers the following benefits:

·         Express assessment: Within 2 hours of service write-up, a certified diagnostic technician will examine the truck and provide the customer with an assessment of the service and parts required on a single service issue.

·         Superb customer service: Elite Support Certified dealers have clean and comfortable driver's lounges with free Wi-Fi and other amenities, along with friendly and professional staff that provide a superior customer service experience.

·         Exceptional turnaround and quality: Elite Support Certified dealers use best practices and continuous improvement to ensure that drivers receive the fastest possible turnaround time. These practices include scheduling the most qualified technician to perform the work while doing an up-front parts availability check. To guarantee the repair is completed correctly, all vehicles receive a quality check before leaving the facility.

·         Consistent communication: Elite Support Certified dealers will contact drivers before the repair begins to provide time and cost estimates. After the repair begins, any change in repair status will be communicated as it occurs. Once the repair is complete, drivers will be notified immediately.

·         Robust parts availability: Elite Support Certified dealers stock the most critical parts to minimize driver’s downtime.

“The success of the Elite Support network has been phenomenal,” said Jennifer Stevenson, director, distribution development at Daimler Trucks North America, LLC.

 “Our customers love working with a dealership that is focused on continuous improvement. This mindset, along with the consistent communication and exceptional customer service offered by Elite Support Certified dealers, is truly one-of-a-kind in this industry,” she added.


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