Daimler announces improvements to customer based system, new Elite Support location

Jonathan Willis

September 25, 2017

Elite Support logoDaimler Trucks North America has announced technological innovations which the company says will improve the customer experience with the introduction of Express WriteUp and updates to Uptime Pro.

Express WriteUp is a mobile application that allows service advisors to wirelessly create a complete repair order. When a vehicle arrives at the service location, the service advisor can obtain all necessary vehicle data by scanning the VIN or QR code that is located on the door pillar. The application instantly loads all warranty coverage, repair history and Detroit Connect Virtual Technician details, the company says.

“A scanned vehicle number eliminates human entry errors and further speeds the overall repair process,” says Marty Kubiak, manager, central service systems, DTNA.

“An incorrect VIN can create many problems downstream of the repair process. The intake process for a truck repair is the first and most critical step.”

After a vehicle is received through Express WriteUp, Uptime Pro helps dealers to stay connected with the customer throughout the repair and manage the repair more efficiently. Uptime Pro connects to the dealer management system and enables several external feeds to allow email and text messages to be sent to customers. Additionally, email responses from customers are automatically logged back to the repair order.

“You can’t have a network without a communications platform,” says Dan Stevens, COO/partner, Lonestar Truck Group, one of DTNA’s largest dealership groups in the Southwest. “Uptime Pro is that platform. Our customers want greater transparency throughout the repair process and Uptime Pro is the answer.”

DTNA says the suite of technology applications makes the network more effective when servicing a customer and saves time and ensures the most accurate information is available throughout the service process.

“I can’t tell you how many steps I have saved by using Uptime Pro. Now all I have to do is look up the repair order, read the list of comments from everyone and then I’m able to give the customer an update without having to track anyone down,” says Scott Masterson, service advisor and continuous improvement coordinator, Peach State Freightliner. “Anytime the repair order is touched, a note is put into Uptime Pro. This ensures all information is easily accessible, accurate and up to date.”

DTNA also announced the certification of Boyer Trucks in Rogers, Minn., as the 262nd  Elite Support location. The Elite Support network is committed to creating an exceptional customer experience, the company says.

Elite Support is a collaborative initiative between DTNA and its dealer partners that focuses on continuously improving the customer experience through “express assessment, superb customer experience, exceptional turnaround and quality, consistent communication and robust parts availability.”

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