Thermo King expands Blue Track service in 2023

Thermo King reports adding 30 new dealer locations to its Blue Track by Thermo King elite service model this year, bringing the overall number to 92 Blue Track locations.

Half of the company’s 180-plus dealerships in the U.S. and Canada now qualify as Blue Track dealers certified by Thermo King as meeting stringent requirements, including triage and express services, dwell time monitoring, real-time communication updates to customers, parts inventory management, and enhanced dealership hours.

“We introduced this elevated level of service in 2020 to proactively prepare for the future transformation of the transportation industry,” Mark Nyman, Thermo King Americas channel excellence leader, said in a news release. “Blue Track by Thermo King dealerships are investing in advanced services to meet customer needs while they navigate through ongoing technological innovation, regulatory changes, and the need for real-time equipment visibility and monitoring.

“These efforts provide a consistent experience for our customers and enables them to operate more efficiently.”

Blue Track dealers provide “enhanced services” to fleets in the transport refrigeration sector, Thermo King said. They are required to take additional training that focuses on lean improvements and invest in the education of service technicians, innovative technology, and dealership amenities.

To maintain Blue Track status, dealership performance is tracked and measured, and the added value received by customers, according to Thermo King, includes:

• YTD, 87% of small repairs (such as alternator, starter, and battery work) have been completed within 24 hours due to the addition of triage and express service lanes available at Blue Track dealership locations. This is a 6% improvement year over year.
• Based upon the Customer Satisfaction Index (CSI), these service dealerships have received a 94% customer satisfaction rating from drivers visiting their locations. This is a 6% increase since 2020.

Beginning in 2024, Blue Track dealers also will incorporate a CSI to measure and promote customers’ purchasing experience.