To keep pace with technology as well as customer needs in trucking, WheelTime Network, L.L.C., a truck service network with nearly 200 locations in the U.S. and Canada, is introducing a new management system called the WheelTime Customer Service Platform.
It’s designed to ensure that all customers within WheelTime’s network receive consistent levels of service and consistent hours of labor per repair or service, said Mike Delaney, the company’s president & CEO
“As an industry, we all tend to feel we’re good at fixing things, but that isn’t going to be enough in the future,” Delaney said. “Innovation in business processes is the next frontier in truck maintenance.”
Delaney added that the trucking industry needs more transparency, better data and improved information flow between truck fleets and maintenance providers – something he said this new platform should address.
He pointed out that trucking also needs “more consistency in maintenance quality, better control over maintenance costs, and a stronger focus on outcomes. Getting to that point demands an overhaul in the way we estimate and document repairs as well as the way we manage the business of maintenance to better meet the needs of trucking customers today.”
The WheelTime Customer Service Platform will utilize MOTOR Information System’s labor guide for medium- and heavy-duty vehicles. The integration of MOTOR’s benchmarks with WheelTime’s Customer Service Platform will provide WheelTime service locations with access to detailed labor guides for quickly estimating repair work based on standardized repair times to ensure repairs are completed on time and on budget, according to the company.
“We know customers are frustrated by variations in labor hours charged for similar repairs,” added Delaney. “By integrating MOTOR’s guide directly into our network’s system, we hope to ensure customers that our aim is always to provide fair and consistent service.”