Daimler Trucks North America Introduces New Technology to Enhance the Customer Experience
Daimler also announces a tripling of Online Parts Orders Through eCommerce Platform
Daimler Trucks North America (DTNA) has announced technological innovations to 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.
"A scanned vehicle number eliminateshuman entry errors and further speeds the overall repair process," saidMarty Kubiak, manager, central service systems, DTNA. "An incorrect VINcan create many problems downstream of the repair process. The intake processfor a truck repair is the first and most critical step."
After a vehicle is received through ExpressWriteUp, Uptime Pro helps dealers to stay connected with the customerthroughout the repair and manage the repair more efficiently. Uptime Proconnects to the dealer management system and enables several external feeds toallow email and text messages to be sent to customers. Additionally, emailresponses from customers are automatically logged back to the repair order.
"You can't have a network without a communications platform," said Dan Stevens, COO/partner, Lonestar Truck Group, one of DTNA's largest dealership groups in the Southwest U.S. "UptimePro is that platform. Our customers want greater transparency throughout the repair process and Uptime Pro is the answer."
The suite of technology applications thatDTNA has created makes the network more effective when servicing a customer. Itsaves time and ensures that the most accurate information is availablethroughout 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," said 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."
Daimler Trucks North America Triples Online Parts Orders Through eCommerce Platform
Daimler Trucks North America (DTNA) has also announced that it has tripled online parts orders through its eCommerce platform, Pinnacle Truck Parts.
Pinnacle Truck Parts is a leading-edge eCommerce website that delivers increased uptime by simplifying and expediting the parts ordering process. This robust tool streamlines the parts ordering process by providing online, real-time competitive pricing and parts availability for over 650,000 SKUs from dealer and parts distribution center inventories.
With the expansion of Pinnacle Truck Parts to more than 300 parts and service locations across North America, DTNA is leveraging state-of-the-art functionality and technology solutions to improve efficiency for customers.
"We designed Pinnacle Truck Parts to provide customers with a fast, reliable and simple solution," said Pam Perez, manager, eCommerce program, DTNA. "Combining the digital ordering process with DTNA's optimized supply chain and dealer network is a fantastic solution for ordering and purchasing parts."