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Daimler Truck and Bus introduces Elite Support for Australian customers

Daimler Truck and Bus is introducing a higher standard of customer service with the Australian launch of Elite Support.

Elite Support is a joint initiative by Daimler Truck and Bus and its dealership network that will deliver a new level of service for customers of Mercedes-Benz, Freightliner and Fuso in Australia.

The aim of Elite Support is to maximize vehicle uptime with rapid diagnosis, quality work, consistent communication and optimized parts availability, as well as a premium in-dealership experience.

“We are continually raising the bar in-line with customer expectations and Elite Support is the next step for us and our dealership network,” says Daimler Truck and Bus Managing Director, Daniel Whitehead.
“We are committed to a process of continuous improvement.”

Mr Whitehead says Elite Support will further strengthen the appeal of Daimler Truck and Bus in the Australian market. 

“We already offer our customers a one-dealer solution that can deliver the best trucks from Europe, Japan and North America to ensure all their demands are met,” he says.

“Elite Support further improves the customer experience.” 

In order to achieve Elite Support certification, Australian Daimler Truck and Bus dealerships must satisfy more than 120 criteria, covering everything from the ability to carry out Express Assessments to a high standard of workshop elements and the provision of customer amenities such as free Wi-Fi and a comfortable waiting area. 

Express Assessment is a key part of the Elite Support offering. As part of this process, the dealership will communicate a preliminary diagnosis on the customer’s truck within two hours of its arrival, enabling them to make an informed business decision. 

West Orange Motors is the first Australian Daimler Truck and Bus dealership to offer Elite Support, achieving certification earlier this year.

“It is a fantastic achievement by West Orange Motors,” says Mr Whitehead.

“The team has already reported great results after introducing the range of initiatives that enabled them to achieve Elite Support certification.”

Several more dealers are well progressed to achieving Elite Support certification in the near future.
“We have several more dealerships going through the pipeline and the momentum for the program is building,” Mr Whitehead says.

May 25, 2017 | Posted in: News



Australian Trucking Quarterly