ATLANTA – Daimler Trucks North America (DTNA) announced the certification of Boyer Trucks in Rogers, Minnesota, as an Elite Support location, the 262nd in its network.
Elite Support is a collaborative initiative between DTNA and its dealer partners that focuses on providing excellent customer experience. Elite Support network dealers strive to constantly work to improve on key areas of customer service.
The first is called express assessment, a commitment to communicate a preliminary diagnosis to the customer within two hours of arrival
Elite Support Certified dealers also put an emphasis on the customer’s stay with them, providing clean and comfortable drivers’ lounges with free Wi-Fi and other amenities, along with a friendly and professional staff.
When a customer comes in for service, they want the job done quickly and they want it done right. Elite Support Certified dealers use best practices and continuous improvement to ensure drivers receive the fastest possible turnaround time. These practices include scheduling the most qualified technicians to perform the work while doing an upfront parts availability check. To guarantee the service is completed correctly, all vehicles receive a quality check before leaving the facility.
Elite Support Certified dealers also commit to a standard of constant communication with their customers. The dealer contacts drivers before the repair begins to provide time and cost estimates. After the service begins, customers are sent regular updates as the service status changes. Once the service is complete, drivers are notified immediately.
To help speed up service, Elite Support Certified dealers maintain a ready stock of the most critical parts.
To become Elite Support Certified, DTNA dealers must go through a stringent process that requires them to demonstrate proficiency in service and parts processes, providing robust technical and operational training, and offering superior customer amenities. The process to become certified typically takes eight months, after which Elite Support dealers commit to constantly reviewing their operations for ways to improve their customer service.
Daimler Trucks North America LLC, manufactures, sells, and services commercial vehicles under the Freightliner, Western Star, Detroit, and Thomas Built Buses nameplates and is part of the Daimler AG. For more information, visit daimler-trucksnorthamerica.com.