FORT LAUDERDALE— Volvo Trucks North America discussed programs designed to improve the performance of its service and support network at the annual Technology & Maintenance Council (TMC) meeting.
One of these programs includes eService, a case management system to report and resolve service issues via the internet. Requests for technical assistance are logged in and classified by type of problem, and the VIN is noted. This program provides effective tracking of service and warranty trends, and allows dealers to communicate product issues directly to Volvo’s engineers. This program was implemented in late 2003.
In addition, bi-monthly interactive web-based seminars are scheduled to inform dealers about the latest service information. February’s meeting had 235 Volvo service locations participating.
Lastly, the company discussed its Mystery Shopper Program designed to identify where the company needs to improve its service. This program involves evaluators posing as customers arriving at dealerships with trucks that had one or more “planted” problems. The total service experience is noted, including whether the dealership had visible signs, service writer response time, and the technician’s ability to diagnose and repair the problem.
