99 percent of monitored machines have zero critical downtime
Volvo CE pledges Service Commitment to customers
Volvo has introduced the Service Commitment, a pledge dedicated to providing customers with service and support. Based on uptime, responsiveness, expertise and communication, Volvo says that it is the first in the industry to make this type of commitment and will have experts available to discuss the new pledge at CONEXPO-CON/AGG 2020.
Over recent years, Volvo CE has been laying the foundation for the Service Commitment and future product and service innovations will expand on it. Uptime statistics have improved over the past couple of years, thanks in part to ActiveCare Direct, Volvo's advanced telematics service. Less than 1 percent of machines monitored via ActiveCare Direct turn into critical machine-down cases, as the program helps pre-emptively correct issues before they become a problem for the customer.
The Service Commitment pledges that customer service is available 24/7, ensuring customers will have parts when and where they need them, and will be kept fully aware of warranty coverage, the status of service work and service and parts expectations.
The commitment also promises service appointments will be scheduled promptly and machine issues will be diagnosed quickly and problems will be resolved correctly the first time.
"The Service Commitment further supports our goal to be the No. 1 uptime provider in North America," says Stephen Roy, Senior Vice President, Americas at Volvo CE. "The Service Commitment will be our blueprint for ‘getting it done' with unmatched communication, responsiveness and expertise from both Volvo and our dealers."
"This level of service is what our customers already expect from us and our dealers, and this commitment is our way of inviting customers to let us know if we're not
delivering," says Scott Young, Vice President of Uptime and Customer Support at Volvo CE.
Customer feedback through surveys and conversations with dealers will help the Volvo network continually improve upon the Service Commitment. "The direct comments from the customers will go to our dealers and Volvo as the manufacturer so we can better understand our customers' priorities and improve in the ways they need us to," says Scott.