For 10 years, PACCAR Customer Center specialists have provided truck and fleet operators rapid roadside assistance through Kenworth PremierCare, Peterbilt TruckCare, and PacLease PacCentral roadside assistance services.
The PACCAR Customer Center, operated by PACCAR Parts, has changed a lot since the center began its 24-hour, 365-day operation. When the center first opened in May 1999, a crew of eight customer center specialists worked in three shifts. Several months later, specialists were fielding about 375 calls per day.
Today, the PACCAR Customer Center handles about 1,500 calls each day from customers across the United States and Canada. The center serves mixed fleets and all makes of trucks, giving customers access to more than 25,000 service providers in the United States and Canada, including more than 700 PACCAR locations.
A specialized phone system at the center’s main facility in Renton WA manages the large volume of calls. A roadside assistance system allows specialists to easily log all aspects of the call, said Joe Hutchins, center manager. Fleet operators can then access that information through online customer profiles they create through Kenworth PremierCare or Peterbilt TruckCare.
Center specialists can access a database with digital illustrations of all truck components. This allows them to reference which components may need to be fixed or replaced when communicating with the dealership or service center before the truck arrives.
The center has Spanish-speaking specialists available to answer calls around the clock, and French-speaking specialists during its hours of heaviest call volume. A language line also provides dependable translation service around the clock in French, Spanish, Punjabi, Vietnamese, Korean, Russian, or just about any of more than 150 languages.
