AFTERSALES FOR gk
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PEACE OF MIND
For the introduction of EuroTech, Iveco Ford is introducing a raft of new aftersales support.
Avehicle launch is a big occasion for a manufacturer but with new models come new problems. The first is seryice backup. A manufacturers' nightmare is I or the first of a new model to go on the road. break down and the fitter who attends to scratch his head and say: "I've not seen one of these before."
Almost as bad is if the vehicle breaks down and the parts are not available for the repair. So vehicle familiarisation and parts stock must precede the general launch of a vehicle. This is true for any launch but Iveco Ford is taking the opportunity of the EuroTech launch to reorganise its aftersales service.
The company sees aftersales support as a key factor in the truck buying decision. Reinforcing this, the company has announced that sales and aftersales training for dealer's staff is be integrated.
Nee() Ford has spent two years surveying operators to find out exactly what they want from aftersales support. From the findings the company has put together a series of schemes to improve backup and dealer support.
AGREEMENT
The first of these is a Customer Communications Unit which will contact every EuroTech purchaser within 24 hours of the vehicle being delivered. Then, with the customer's agreement, regular contact will be maintained between operator and manufacturer.
As with New Cargo, EuroTech comes with sensors for computerised engine diagnosis. The final version of Modus, the dedicated computer used for diagnostics, will be in 11 dealerships by June this year. By the end of the year, 46 IITS (heavy truck specialaist) dealers will have it.
Modus is pm-programmed with performance data to check engines and braking systems against the manufacturer's figures instead of just being a comparison.
To ensure the right parts are ordered and fitted the parts catalogue is being transfered to CD ROM (compact disc read-only memo ry). The computer identifies each vehicle by a VIN (vehicle identification number), an alpha-numeric code which identifies the model and all the major components.
While all Iveco Ford dealers will have a basic stock of fast-moving parts for EuroTech, a much larger stock will be held at 13 dealers around the UK. If a EuroTech is in for a repair at a dealer and requires a part not held in stock, the nearest specialist stock-holding dealer will supply the spare. If the part is not in stock there it will be sourced from Winsford and if it is a VOR part, it will be dispatched by courier within an hour of the order being received.
This three-stage parts stocking keeps the spares closer to the customer and speeds the supply. By this means Iveco Ford expects to get the supply of VOR parts to well within the 24 hours that is the industry norm.
ServiceBond enables operators of any post-August 91 Iveco Ford to purchase two years maintenance for a single, up-front inflation-proof fee. By capping the labour rates charged by dealers' workshops and standardising parts discount, oil prices, regional variations on servicing costs have been removed.
This enables the manufacturer to give all operators a single price for servicing regardless of geographical location. The dealers will manage all the operators' service records for DOT and Operators Licence purposes.