Better customer service promised by Iveco 13 July 2012

Iveco has developed a range of new service tools and support packages that it says will help the firm deliver all-round support to commercial vehicle operators nationwide.

Many have been developed for heavy trucks – a sector where minimising downtime is critical, due to the high value payloads and the 'just-in-time' nature of operations.

OneCall, for example (now rolled out across Iveco's European dealer network), was developed as a support service for immobilised vehicles where parts or technical issues were proving problematic.

"We've created a living tool between Iveco and our service network," explains Alan Coppin, customer care and technical services director.

"Dealers are required to record the details of any vehicle once it has been in the workshop for four hours. As soon as a vehicle is entered onto OneCall, it allows full transparency between dealer and manufacturer," he continues.

"Crucially, it enables us to be actively involved in any VOR [vehicle off road] incident. This gives customers the confidence that ... both dealer and manufacturer are working to get their vehicle back on the road as quickly as possible."

Other developments include the installation of fibre optic probes at the company's dealer workshops to capture images inside major components – such as engines and gearboxes.

"The probes require significant investment, but they enable our dealerships to offer advanced diagnosis," explains Coppin.

"It's effectively the same type of technology used on humans in operating theatres. They also allow our dealers to diagnose and rectify problems with far greater accuracy and in a fraction of the time."

John Challen

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